New BRAND Smartertrack problem

Question asked by Emanuele Tomasi - 5/23/2017 at 1:49 AM

Answered

Hi all,

actually when customer send a mail in our helpdesk mailbox create a ticket in Helpdesk queue,

I want that when customer send mail to another mail (parts@....) create the ticket in another Queue.

I create new brand with new SMTP and new POP (but we have exchange, I think in smartertrack is the same thing), configured like other brand (with new mail and queue).

But when customer send mail to the this mail address (parts@...) doesn't create a ticket.

What I can do?

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Derek Curtis Replied

5/23/2017 at 7:25 AM

Employee Post Marked As Answer

Hello, Emanuele

If they're simply submitting a ticket for a different email address that's part of your original domain -- for example, parts@your_domain.com versus support@your_domain.com -- then you want to create a new department and group(s) and then add those email credentials for that department. You don't need a different Brand.

Brands are used for something like a different company you were supporting.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Emanuele Tomasi Replied

5/23/2017 at 7:29 AM

Yes its the same domain, but totally different department.

What I can do?

Thanks

Derek Curtis Replied

5/23/2017 at 7:38 AM

Employee Post

Emanuele -- then, just like when you set up SmarterTrack originally and you created your initial Department and then added Groups and Agents, you'd do the same for this second department. This video may help you get things set up: https://youtu.be/E_PfB_WiePY

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Emanuele Tomasi Replied

5/23/2017 at 7:48 AM

Hi,

I already do all show in the video, but when parts@mydomain receive a mail, doens't open a ticket.

Use 2 brand however, its useful because split in 2 the queues in smartertrack.

Any suggestion for my problem?

Derek Curtis Replied

5/23/2017 at 7:58 AM

Employee Post

Adding a new department would still offer up a second queue: one for each department you create. Make sure the SMTP and POP accounts are set for the new..whatever you've created. (Brand or Department)

At this point, a support ticket may be needed so we can get in and look at your email settings.

Derek Curtis COO SmarterTools Inc. (877) 357-6278 www.smartertools.com

Emanuele Tomasi Replied

5/23/2017 at 8:02 AM

Ok, I will create a ticket.

Thanks.

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