Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

    Email Ticketing

    How do I remove an email lock?

    An email lock occurs when an agent initiates a reply to an email. The system automatically locks the email to prevent someone else from replying to t...

    How do I restore a deleted folder?

    To restore a deleted folder you will need Administrator privileges as the restoration needs to be performed from the Administration screen. In the [M...

    How does the email unread / read status work?

    For shared folders, FocalScope maintains a personal view for each agent in the system. This means that if ten agents are viewing a ticketbox, each ag...

    How does the read receipt feature work in FocalScope?

    The read receipt function is a standard feature of in email clients today. Thus, FocalScope also supports it. This article details how to use the rea...

    How email loops occur between FocalScope and the email server

    FocalScope can automatically send responses to incoming emails using its Autoresponder feature. However, if the incoming email has an erroneous  [Fro...

    How the 'Reopened' ticket-state tab works

    The 'reopened' ticket-state tab serves a special purpose of giving agents a focused view of tickets that have been reopened after temporary closure. ...

    How to activate FocalScope's Duplicate Attachment Suppressor

    One major advantage of FocalScope is that it stores all its data centrally. This allows FocalScope to suppress duplicated information in its database...

    How to add folders to Personal / Shared Folder Tabs

    Personal and Shared Folder Tabs are ideal for giving users a focused or task-based view of folders and tickets in the system, especially in FocalScop...

    How to add multiple personal email accounts to one user

    FocalScope allows the use of multiple personal emails accounts simultaneously by the same user.      Tutorial on adding multiple personal email accou...

    How to add the agent's picture in the signature

    FocalScope allows to have the picture added to the agent's signature, both when the agent replies from his own email or using a common one. In order...

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