To setup emails, go to ADMIN -> Email tab. System Email This is your company's TeamSupport drop box address. You should share this with all members of your team and create an email alias in your email editor (Outlook, etc) for it. You can forward your company's support@ address to this account - so that when your customers send support emails to your company, a new ticket will be created in your account. There are also many more integration features you can read more about here. Organization Reply To Address Once you have forwarded your company's support@ address to your drop box, insert your compay's support@ address here. This way, when your TeamSupport account sends emails to your customers, the FROM line will be your support@ address as opposed to the system email address. Require [New] keyword for emails In some cases, our customers do not want tickets created via email from their end users - or potential spam mail creating tickets. Setting this ON will only create a new ticket from email if we see [new] in the subject line. The majority of our customers leave this OFF. Require a known email address for emails This setting will only allow emails into the system if we know who the sender is - be it an internal TeamSupport user or anyone else. As above, the majority of our customers leave this OFF. Customizing your email templates is very simple - and we have created a protective option to return your settings to the system default. To edit this code, simply type right into the body space and click save when you are done. There are two templates you can edit that will impact all other templates color/look/feel wise. Global Email Template - which will allow you to define the over all look/feel, and the Ticket Actions Template, which will let you further define the actual comments that appear within the emails. Clicking the combo box will show you a list of every email template that exists in TeamSupport. Just select the the template you would like to customize and edit/save your changes. You will notice a Global Email Template in the list This is the master template regarding the colors and font styles. This is an easy way to make generic changes to all templates. Once you have selected your template and customized the code, you can click the Preview link at the bottom to see what your template will look like. To make additional edits, just click the Edit link. Use placeholders to easily insert frequently used information into your text. For example, you may want to insert your company name into your emails. Simply add the {{MyCompany.Name}} into a given template to add this. You can re-order place holders, add and remove them as needed. Do not edit the text inside of them however. Example: Do not change {{Action.Description}} to {{Text.Description}} |
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Administration >
Email Settings |