General screen-> Mail Scan Rules screen-> Scanned Mails Menu -> Ticket Menu
1. General
*Explanation:
The
Mail Scan form Departments area is used to select departments to retrieve or
process emails received from
customers sent to their
respective departments. The data retrieved will be displayed at
the Scanned Mails screen. For example: If you select department A and p to have email as Test1@gmail.com, if the customer sends an email to this email address, the system will proceed Filter emails in Test1@gmail.com, if the
customer sends an email to this email address through the conditions of the "Scan Rules"
screen, which will then forward valid
emails to the Scanned Mails screen
2. Mail Scan Rules
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Select Settings -> Select the Mail Scan Rules screen
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The Mail Scan Rules screen is used to create filters to retrieve emails about theo created criteria
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When
the customer creates a ticket directly on the customer's Portal system, the
system will go directly to the Tickets menu screen ofan Admin
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Only
when the customer creates a ticket and sends it to the department's set email,
the system will filter the emails according to the Mail Scan Rules set up and
forward the valid emails to the Scanned Mails screen of the Admin (To set up
the emai representing the department, select Setup -> Select Support ->
Select Departments -> Proceed to set the values to update the Email for
departments
The
Blocked Senders screen is used to create and manage a filter that does not
receive tickets when the sender has email that is under filtered conditions.
For example, create a filter that doesn't receive tickets from customers whose
email is test1@gmail.com. When the customer has an email test1@gmail.com send an email to the department address, the
system will filter and not display in the Scanned Mails menu screen to create a
Ticket
The
data at this screen will be used for the Scanned Mails menu screen
The
Blocked Subjects screen is used to create and manage filters that do not
receive tickets when the sender composes an email containing Subjects that are
in filtered conditions. For example, create a filter that doesn't receive
tickets from customers whose email subject is "Complain". When the
customer sends an email with the email subject "Complain" to the
department address, the system will filter and not display in the Scanned Mails
menu screen to create a Ticket
The
data at this screen will be used for the Scanned Mails menu screen
The
Blocked Phrases screen is used to create and manage a filter that does not
receive tickets when the sender composes an email with a Phrase in the filtered
condition. For example, create a filter that does not receive tickets from
customers whose email content is "Complain". When customers send an
email with the email phrase "Complain" to the department address, the
system will filter and not display in the Scanned Mails menu screen to create a
Ticket
The
data at this screen will be used for the Scanned Mails menu screen
In
contrast to the Blocked screens, the Allowed Senders screen is used to create
and manage ticket receipt filters when the sender has email that is in the
filtered condition. For example, create a filter to receive tickets from
customers whose emails are test1@gmail.com, when customers with emails are test1@gmail.com send valid emails to departmental emails, the
system will filter and display at the Scanned Mails menu screen to create
Tickets
The
data at this screen will be used for the Scanned Mails menu screen
2.5. Allowed Subjects
In
contrast to the Blocked screens, the Allowed Subjects screen is used to create
and manage ticket receipt filters when the sender composes an email with a
Subject in the filtered condition. For example, create a filter for receiving
tickets from customers whose email subject is "Help". Then the system will filter valid emails and
display at the Scanned Mails menu
screen
The
data at this screen will be used for the Scanned Mails menu screen
2.6. Allowed Phrases
In
contrast to blocked screens, the Allowed Phrases screen is used to create and
manage ticket receipt filters when the sender composes an email with a Phrase
in the filtered condition. For example, create a filter for receiving tickets
from customers whose email content is "Help"
The
data at this screen will be used for the Scanned Mails menu screen
3. Scanned Mails
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Scanned
Mails screen used to manage the tickets that
customers send to the department's representative email (To
set the emai to represent the department, select Setup -> Select Support ->
Select Departments -> Proceed to set the values to update the Email for the department)
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Tickets
when newly filtered and displayed at the Scanned Mails screen do not display status,
but when successfully automatically generated tickets, they will display with
the status of Ticket Imported Successfully, and the Tickets menu screen will
display the new Ticket data stream
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Manual Mail Scanning function is used to manually filter emails that customers have sent to the
department without running Cron Job
