How to configure and enable FocalScope's Auto Responder

FocalScope's Auto Responder is superb for reducing average response times and automatically sending key information to incoming customer queries. The...

How to configure and use FocalScope Ticket Queues

FocalScope can automatically assign incoming tickets to available agents with its automated Ticket Queues. This process reduces both the average resp...

How to configure and use FocalScope's Ticket Categories

Categories serve as multi-level labels that can be added to tickets and Live Chat sessions to tag them for later extraction to reports in the Repor...

How to configure and use FocalScope's Ticket Queue Equalizer

FocalScope's Ticket Queue Equalizer runs independently of FocalScope's Ticket Queues. It is typically used to override maximum length of ticket queue...

How to configure and use Virtual Search folders

FocalScope Virtual Search folders are designed to help you effortlessly access the results from your most frequently used search criteria. Virtual Se...

How to create and use a mailing list in FocalScope

A mailing list is a convenient way of storing several emails in a list and loading that list into an email for mass dispatch. FocalScope mailing list...

How to create and use FocalScope Standard Responses (canned replies)

FocalScope Standard Responses are predefined email messages used to answer common queries. However, FocalScope includes Placeholders to make FocalSco...

How to drag and drop emails and tickets in FocalScope

Because of the relationship between emails and tickets, dragging and dropping either in FocalScope requires a degree of planning and precision. Email...

How to enable and use drag & drop to third-party applications

Should users wish to keep copies of FocalScope emails on their workstations or share FocalScope emails with other email applications, they can drag &...

How to enable and use FocalScope's Post-to-Folder feature

Whenever customers call in with a problem that requires a trouble ticket to be opened for them, the Post-to-Folder account in FocalScope allows agent...