Respond to Tickets From an Email Client

Agents have the ability to read and respond to tickets via the management interface or an email client. In order for an agent to read and respond to tickets through email, the system administrator must configure SmarterTrack so that it automatically forwards tickets to the agent's email address. NOTE: This setting is configured on a per-agent basis.

Applies to SmarterTrack 11.x-12.x

Follow these steps to allow an agent to receive and respond to tickets via email:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click on the Settings icon.
  3. Expand the Manage folder in the navigation pane.
  4. Click Employees. A list of available employees will load in the content pane.
  5. Select the desired employee and click Edit.
  6. Click the Tickets tab.
  7. In the Copy To Address field, type the email address that tickets will be sent to.
  8. In the Other Reply From Address(es) field, type the email address that ticket responses will come from. This allows agents to respond from mobile devices or other email accounts.
  9. Enter the Max Tickets and check the Enabled box if this setting applies.
  10. Click Save.

Applies to SmarterTrack 6.x - 10.x

Follow these steps to allow an agent to receive and respond to tickets via email:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click on the Settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Employees. A list of available employees will load in the content pane.
  5. Select the desired employee and click Edit.
  6. Click the Tickets tab.
  7. In the Forward To field, type the email address that tickets will be sent to.
  8. Select the Enabled checkbox.
  9. In the Allow Replies From field, type the email address that ticket responses will come from. This allows agents to respond from mobile devices or other email accounts.
  10. Click Save.

All other configuration settings are optional. For more information, refer to the Employees page of the SmarterTrack Online Help.

 

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

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