Table Of Contents
 

Queues Section (Admin Only)

Queues

Queues represent in a way a email mailbox. You can create queues around individual email boxes. As people email a certain email address, the ticketing application will periodically check that email box on the mail server for new emails or responses from your customer. As emails come in they will be placed in the proper thread based on the email FROM address. Thats how the application keeps track of messages coming from various customers.

Manage Queues

This is where you create, edit and delete queues.  This section can also be accessed via the Queues tab at the top when you access this Queue section.

The edit fields for Queues are as follows:

Queue Name
 The name of the queue
Queue Admin Name
 The administration name of the queue
Queue Address
This queue will be used based upon this email address that threads and tickets are sent to.
Pop Server
Mail server for emails.
Pop Username
 Mail username for this server
Pop Password
Mail password for this server
New Ticket Template
 Template to use for new tickets
Updated Ticket Template
Template to use for updated tickets
Alert List
Which group or person is alerted when this queue is utilized.

 

User Queues


This section lists all the current queues in the ticketing system, as well as the number of users that are allocated to each queue.  To edit queues, click on the Manage Queues tab.  To edit which users are allocated to a specific queue, click on the Edit button on the row of the queue in question, and select your users for this queue.

Custom Fields

The custom fields component allows you to create text boxes that you want the user to fill in for more information for your reference on a particular question or topic. Once you create one of two form fields, either a text box or textarea, you can press a button on the ticket summary page, called "Prompt User" and it will send out an email to the user with a link to a web page that includes the new custom fields that the user needs to fill out. See Diagram 1 below.

This is a great way to get the USER TO ANSWER all the questions that you send him, rather then asking a bunch in an email where all issues may not get answered. Sample questions might be like, "how much are you willing to pay to fix this?" or "please cut and paste the EXACT error in this Box" or "How soon do you need a fix?"

Diagram 1

Once the data is filled out by the customer, you can then see his/her response by clicking on the ticket and pressing the properties button. The Custom fields and responses will be on your right. See Diagram 2.  You can update or change their responses on this page also.