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.
Use the following steps to customize the support inbox:
1. Select Administration from the Quick Links section.
2. Select Module Settings from the Administrator listing.
3. Select Support. The Support Module Settings screen displays.
4. Select Support Inbox. The Support Module Settings: Support Inbox screen displays.
5. Select an email account from the Defined Email Accounts listing and add it to the Selected Support Email Accounts listing using the Add button.
6. Select the automatic mail checking interval from the drop down list.
7. Use the Lookup button to assign the default owner of the support tickets for this email account.
8. Enter auto-response text for new tickets.
9. Enter auto-response text for existing tickets.
10. Enter auto-response text for errors, that is, invalid ticket IDs.
11. Select the Save button to save the support inbox setup.