Module Settings/Support - Revision history

J.collier at 21:50, 7 June 2013

2013-06-07T21:50:17Z

J.collier: fixed dead-end page; added link back to Module Settings page

2013-06-07T20:54:54Z

fixed dead-end page; added link back to Module Settings page

J.collier: added topic headers and other formatting

2013-06-07T20:53:43Z

added topic headers and other formatting

J.collier at 15:12, 23 October 2012

2012-10-23T15:12:30Z

J.collier at 16:49, 19 October 2012

2012-10-19T16:49:44Z

J.collier at 16:43, 19 October 2012

2012-10-19T16:43:01Z

J.collier at 16:33, 19 October 2012

2012-10-19T16:33:50Z

J.collier at 16:30, 19 October 2012

2012-10-19T16:30:09Z

J.collier at 16:28, 19 October 2012

2012-10-19T16:28:02Z

J.collier at 16:19, 19 October 2012

2012-10-19T16:19:23Z

← Older revision		Revision as of 21:50, 7 June 2013
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−	Return to [[Module_Settings\|Module Settings]]	+	Return to [[Module_Settings#Support_Module_Settings\|Module Settings]]

← Older revision		Revision as of 20:54, 7 June 2013
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	* Click '''Edit''' to enter auto-response text for errors, that is, invalid ticket IDs.		* Click '''Edit''' to enter auto-response text for errors, that is, invalid ticket IDs.
		+
		+
		+	Return to [[Module_Settings\|Module Settings]]

@@ Line 1: / Line 1: @@
 You can designate one or more email accounts to be a Support Inbox. This is the email address to which your customers send their support inquiries. This is a Commence On Demand Premium Email feature.
-Each new email sent to a support inbox email account is assigned a Ticket ID.  Any subsequent email messages that reference a Ticket ID are recorded as threads in the ticket resolution process.
+== Configuring the Support Inbox ==
 Use the following steps to customize the support inbox:
@@ Line 13: / Line 12: @@
 . Select '''Support Inbox'''. ''The Support Module Settings: Support Inbox screen displays.''
-. Select an email account from the '''Defined Email Accounts''' listing and add it to the '''Selected Support Email Accounts''' listing using the '''Add''' button.
+. When you are finished configuring each option, click the '''Save''' button to save the support inbox setup.
-. Select the automatic mail checking interval from the drop down list.
+=== Check Mail Every ===
-. Use the '''Lookup''' button to assign the default owner of the support tickets for this email account.
+=== Default Owner of Tickets ===
-. Click '''Edit''' to enter auto-response text for new tickets.
+=== Auto Response Templates ===
-. Click '''Edit''' to enter auto-response text for existing tickets.
+* Click '''Edit''' to enter auto-response text for new tickets.
-. Click '''Edit''' to enter auto-response text for errors, that is, invalid ticket IDs.
+* Click '''Edit''' to enter auto-response text for existing tickets.
-. Click the '''Save''' button to save the support inbox setup.
+* Click '''Edit''' to enter auto-response text for errors, that is, invalid ticket IDs.

@@ Line 19: / Line 19: @@
 . Use the '''Lookup''' button to assign the default owner of the support tickets for this email account.
-.	Enter auto-response text for new tickets.
+. Click '''Edit''' to enter auto-response text for new tickets.
-.	Enter auto-response text for existing tickets.
+. Click '''Edit''' to enter auto-response text for existing tickets.
-.	Enter auto-response text for errors, that is, invalid ticket IDs.
+. Click '''Edit''' to enter auto-response text for errors, that is, invalid ticket IDs.
-.	Select the Save button to save the support inbox setup.
+. Click the '''Save''' button to save the support inbox setup.

@@ Line 17: / Line 17: @@
 . Select the automatic mail checking interval from the drop down list.
-.	Use the Lookup button to assign the default owner of the support tickets for this email account.
+. Use the '''Lookup''' button to assign the default owner of the support tickets for this email account.
 .	Enter auto-response text for new tickets.

@@ Line 11: / Line 11: @@
 . Select '''Support'''. ''The Support Module Settings screen displays.''
-. Select '''Support Inbox'''.
+. Select '''Support Inbox'''. ''The Support Module Settings: Support Inbox screen displays.''
 .	Select an email account from the listing and add it to the support email listing using the Add button.

@@ Line 5: / Line 5: @@
 Use the following steps to customize the support inbox:
-. Select Administration from the Quick Links section.
+. Select '''Administration''' from the '''Quick Links''' section.
-.	Then select Module Settings from the administration listing.
+. Select '''Module Settings''' from the '''Administrator''' listing.
-.	Select Support from the module listing.
+. Select '''Support'''. ''The Support Module Settings screen displays.''
-.	Select Support Inbox
+. Select '''Support Inbox'''.
 .	Select an email account from the listing and add it to the support email listing using the Add button.