Part 4. E-mail

Introduction#

In this section, you will learn what the Tickets functionality is. We will show you how to configure an email inbox and assign users to queues. At the end, we will check if everything works 😊

Tickets are an advanced tool for email customer service. Thanks to this functionality, you always know who is handling a given ticket and at what stage of processing it is. All messages are in one place along with the entire contact history – this organizes the consultants' work and you will be sure that no email remains unanswered.

Email Inbox Configuration#

1. In the Administration tab, under Advanced, select E-mail and SMS configuration.

2. Expand the menu and select E-mail.

3. A screen appears where you need to enter the inbox parameters.

4. Enter the mailbox name.

5. Fill in the details regarding outgoing mail (SMTP) and incoming mail (IMAP) parameters. If you have doubts or don't know how to do this, you can click . This button starts the automatic mailbox configuration.

6. Enter your email address and mailbox password and click .

7. The system will start downloading the parameters.

8. After the automatic download finishes, click .

9. The created mailbox will appear on the list. To have messages from this mailbox fetched into Thulium, check the Process incoming messages box.

10. After checking this box, in the Email and SMS Accounts section, the Process incoming field will be appropriately marked:

11. To additionally save outgoing messages from the Thulium system for the configured email inbox on the mailbox, select the appropriate function and specify the folder for these messages (default is SENT):

---

Assigning an Email Inbox to a Ticket Queue#

In this section, you will learn how to assign email inboxes to specific ticket queues. There is already a configured queue named Inbox with a test mailbox assigned to it.

1. In the Administration tab, choose Tickets → Queues.

2. If you have configured your own mailbox, you can now assign it to a ticket queue. To do this, click the queue name Inbox.

3. On the displayed ticket queue page, click the EDIT button.

4. In the Send replies via menu, select the email inbox that was previously configured from the list.

5. To confirm the changes, click SAVE at the bottom of the page.

6. Then click BACK to return to the main ticket queue configuration screen.

7. In the Message rules module, you can create rules managing the distribution of emails. You define conditions concerning messages and actions performed after they are met.

The following conditions are available:

• subject contains
• content contains
• sender's address is
• recipient's address is
• one of the recipients is
• sender's address contains
• fetched from account
• client found in CRM
• client found in CRM with type
• client found in CRM with guardian
• VIP client found in CRM

---

Assigning Agents to a Ticket Queue#

In this section, you will learn how to assign multiple agents to a specific ticket queue. Instructions on how to assign a given agent to multiple queues can be found here.

1. After creating accounts for agents, click the queue name Inbox.

2. In the Assigned agents section, select EDIT.

3. Check the boxes for selected agents and click SAVE.

---

Testing the Ticket Queue#

You can now test your ticket queue.

1. To do this, send a message from any email address to the one you just configured.

2. The message should appear in the ticket list. The ticket subject will be copied from the subject of the sent message. Additionally, the ticket will receive a unique number, status, and priority.

---

Ticket Indicators#

Note that on the left side next to the ticket subject there are colored alarms showing whether tickets are being handled within your accepted time standards.

• The symbol means the reaction to the ticket occurred after the defined reaction time,
• The symbol is the execution alarm, indicating that the time to complete the given ticket is approaching,
• The symbol means the response to the ticket was after the execution time.

You can set the above times yourself according to your needs in the Administration tab → Tickets → Priorities. The indicators correspond respectively to: reaction time, execution alarm, and execution time.

---

Ticket Window#

Clicking the ticket name will open its window. It is clear that this is not a regular mailbox.

In the central part of the window, you will find all messages exchanged within this ticket. You can reply to the ticket or add a comment from there. Comments are visible only to system users (agents).

On the left side is the section related to ticket details – you will find information about the ticket such as:

• queue in which the ticket is (you can assign the message to another queue served by other people; many companies use this option to handle, e.g., order or complaint processing),
• agent's name to whom it is assigned,
• status, which usually reflects the stage of processing,
• category name to which it belongs,
• priority used for calculating service time.

On the right side, there are details related to the client to whom the ticket is linked. Additionally, this section may show information about the client's recent tickets, recent orders, or a specific Allegro discussion.

You can learn more about this module's operation here.

Next Part 5. Chat