Respond to Tickets From an Email Client

Previous Versions > SmarterTrack > Installation and Configuration
This article applies to SmarterTrack 14.x and earlier. View articles for recent versions.

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.

Applies to SmarterTrack 11.x-12.x

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

  1. Log into the SmarterTrack Management Interface as an 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 on the Tickets tab.
  7. In the Copy To Address field, type the agent's email address to which tickets will be copied.
  8. In the Other Reply From Address(es) field, type the email address(es) from which ticket responses are allowed. (In most cases, this field will match the Copy To Address; however, multiple entries can be included here in order to allow agents to respond from mobile devices or other email accounts. For example, if an alias is entered in the Copy To Address, each email address within that alias may be entered here to allow all members of the alias to reply to tickets. This is also useful if an agent has forwarding set up on their mailbox. Though the ticket message is received in Mailbox A and forwarded to Mailbox B, the agent can reply from Mailbox B.)
  9. 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.

 

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

Article ID: 3355, , Modified: 10/12/2022 at 4:47 PM

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