Emailing Users

In this guide we will cover: – Creating an Email User Action – Using the Email User Action – Standalone Emails – Standalone Emails – Replying to a Specific Action Admin Guides: Actions Email (General Settings)  General Settings (Tickets) Related Guides: Actions $-Variables (Dollar Sign Variables) Creating an Email User Action It is likely your […]

Sales Mailboxes – Azure

In this guide we will cover: – What is the Sales Mailbox Integration? – Azure Active Directory Configuration – Connecting the Mailbox – Adding the Mailboxes – Importing Mail – Using Sales Mailboxes – Setting Overrides In this guide we will cover how to setup Sales Mailboxes using Azure mailboxes. For information on setting up […]

Custom Integrations/Runbooks

In this guide we will cover: – Building blocks of runbooks  – Log a Ticket when a Runbook Fails – Runbook Statistics – Worked Example  – Actions that can be completed through the API – Using Previous output variables in subsequent steps Creating a New Runbook To create a runbook head to Configuration > Integrations […]

Asset Overview and Merging

In this guide we will cover:– Key Asset management elements – Merging Assets Related Guides: Custom Fields Asset Catalogue Linking Assets Asset Import – CSV/XLS/Spreadsheet Method Barcode Scanning Configuration Settings Guide: Asset Management General Settings Key Asset Management Elements The "Asset Management" section of the configuration console is the key to effectively sorting and managing […]

Reports and Scheduling

The following video explores Ticket Reporting and how you can configure actions to generate reports from within a ticket. For Portal Users: Video Link – Ticket Reports                                                                 The following video explains the side pane dashboard feature and how to customise it to include your followed tickets. For Portal Users: Video Link – Side Menu Dashboard With […]

Asset Import – CSV/XLS/Spreadsheet Method

In this guide we will cover: – How to Import Assets using CSV/XLS/Spreadsheet Method – Importing Asset fields and Custom Asset fields – Finding Errors When Importing – Limiting Rows Admin Guides: Asset General Settings How to Import Assets using CSV/XLS/Spreadsheet Method This guide covers how to import assets using the Assets Sample Spreadsheet. This […]

Variables in Email Templates

              In this guide we will cover: – Using variables in Ticket Templates  Related Guides: Actions Custom Fields Email Templates Configuration Settings Guides: Email Templates Note: Any variable written in this guide is written with a hyphen between the $ sign and the word. This is so there is no replacement of them if this […]

How to change the colour of ‘How can we help you today?’ on the Portal

In order to change the colour of the title in the portal, we have to change the custom CSS  in Configuration > Self-Service Portal > *Click into the Custom CSS Button* A modal window will appear which has the editable CSS: Add the below "color" line into the custom CSS for the search title: .portal […]

Forwarded Emails and Email Updates

In this guide we will cover: – Treating Forwarded Emails from Agents as End-User Emails – Forward incoming Emails to all recipients – Treating Emails from Co-managed Agents as Users Treating Forwarded Emails from Agents as End-User Emails The setting "Treat Forwarded Emails from Agents as End-User Emails" can be found under Configuration > Email […]

Using CRM Notes

In this guide we will cover: – Using the CRM Note Functionality – Customising CRM notes – Creating CRM Notes from a Ticket – Using the "Next Call Date" Field to Create Automated Tickets – Reporting – Worked Example – Use AI to Generate CRM Notes The CRM note functionality allows you to track and […]