Help center

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

of the FocalScope omnichannel suite, according to best practice.

    Ticket Folders

    Add Ticket Status Code

     By default, you are given 3 ticket states (Which are also collectors in which tickets are placed) in FocalScope, namely Open, On Hold and Closed. Y...

    Adding a new Ticket Folder

     Ticketboxes are folders which are task specific. They contain information relating to departments or categories you may have in your organization, ...

    Agent Views

     When viewing an agent's folders we can interact with their contents exactly as we do with our own folders. It is easy to reply to messages or to vi...

    Configure Ticket Folders

     Configuring ticketboxes in FocalScope can substantially improve their functionality and how well they function for the roles they were created. Let...

    Folder Tree

     The "Folder Tree" feature in FocalScope lets you show your Agenda, Alerts & My Tickets in your status bar as folders in your profile. You can see y...

    Permission to Ticket Folders

     Ticketbox permissions allow you to decide which users and user groups have access to which ticketboxes and what actions they can perform in said ti...

    Recover Deleted Folders

     With so many users in a system, sometimes accidents do happen or old information might be required once again. In FocalScope, deletion of folders ...

    Remote Ticket Folders

     FocalScope allows disparate offices and branches to share folders and ticketboxes remotely, as if they were in the same "local" FocalScope environm...

    Setup Agent Views

     Agent View grants supervisors the ability to monitor the accounts of trainees or allows helpdesk agents of taking over another agent's responsibili...

    Shared Folder Tabs

     Shared Folder Tabs in FocalScope allows administrators to create folder tabs for the workspace so users can better navigate to numerous shared fold...

    Related articles

    Let us help

    If you have any questions, or need further support, please don’t hesitate to reach out.