Email Ticketing
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...
To restore a deleted folder you will need Administrator privileges as the restoration needs to be performed from the Administration screen. In the [M...
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...
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...
FocalScope can automatically send responses to incoming emails using its Autoresponder feature. However, if the incoming email has an erroneous [Fro...
The 'reopened' ticket-state tab serves a special purpose of giving agents a focused view of tickets that have been reopened after temporary closure. ...
One major advantage of FocalScope is that it stores all its data centrally. This allows FocalScope to suppress duplicated information in its database...
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...
FocalScope allows the use of multiple personal emails accounts simultaneously by the same user. Tutorial on adding multiple personal email accou...
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...