Allow Customers to Submit Tickets by Email

Administrators can allow users to submit tickets at the self-service portal, by email or in both locations. To allow users to submit tickets by email, the department settings for POP3 and SMTP will need to be configured and the appropriate settings must be enabled.

Applies to SmarterTrack 11.x-12.x

Follow these steps to allow customers to submit tickets by email:

  1. Log in to SmarterTrack as a System Administrator.
  2. Click Management Interface in the portal.
  3. Click the Settings icon.
  4. Expand the Configuration folders in the navigation pane and select Email.
  5. Click the POP tab. Select the Add option to open the POP Account fields.
  6. Configure the POP settings to connect to the mailbox that SmarterTrack will download email messages from. You may need to contact your ISP or email provider for these settings. Once the settings are in place, click Test Settings to ensure the connection can be established.
  7. Click the SMTP tab. Choose the Add option to open the SMTP fields.
  8. Configure the SMTP settings to connect to the mailbox that SmarterTrack will send messages through. You may need to contact your ISP or email provider for these settings. Once the settings are in place, click Test Settings to ensure the connection can be established.
  9. Click Save.
 

Applies to SmarterTrack 7.x - 10.x

Follow these steps to allow customers to submit tickets by email:

  1. Log in to SmarterTrack as a System Administrator.
  2. Click Management Interface in the portal.
  3. Click the Settings icon.
  4. Expand the System Settings and Organization folders in the navigation pane.
  5. Click Departments. A list of departments will load in the content pane.
  6. Select the desired department and click Edit.
  7. Click the Options tab and select the Enable ticket importing from POP checkbox.
  8. Click the POP tab.
  9. Configure the POP settings to connect to the mailbox that SmarterTrack will download email messages from. You may need to contact your ISP or email provider for these settings. Once the settings are in place, click Test Settings to ensure the connection can be established.
  10. Click the SMTP tab.
  11. Configure the SMTP settings to connect to the mailbox that SmarterTrack will send messages through. You may need to contact your ISP or email provider for these settings. Once the settings are in place, click Test Settings to ensure the connection can be established.
  12. Click Save.

 

Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.

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