SmarterTrack Agents have the ability to read and respond to tickets not only via the management interface, but through an email client as well! When this functionality is enabled, any message from a ticket that is assigned to an Agent will be copied to that Agent's email address as well. (This includes every message that comes in from the end user, not only the initial ticket message.) The Agent can then reply from their preferred email application/client, and every ticket reply will be stored in SmarterTrack and sent out using that department's SMTP settings, keeping the Agent's personal email information anonymous.
NOTE: Tickets that are assigned to the general Queue will not be copied to an alternate email address. This functionality applies only to tickets that are assigned to an Agent.
In order for an Agent to read and respond to tickets through email, a system administrator can configure SmarterTrack so that it automatically copies ticket messages to the Agent's email address. NOTE: This setting is configured on a per-agent basis.
Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.
Trouble logging in? Simply enter your email address OR username in order to reset your password.
For faster and more reliable delivery, add firstname.lastname@example.org to your trusted senders list in your email software.