H-Sphere periodically polls the specified POP3 support mailbox (e.g. support@example.com)
and extracts its content
to generate Trouble Tickets and submit them to the Support Center. Then the
messages are removed from the mailbox. If any of the required parameters is
not specified correctly or is missing, the mail will not be collected.
Since the trouble ticket system doesn't provide the functionality to view
attachments and mail headers, it is also recommended to have support e-mail
forwarded to another mailbox for archiving purposes.
To configure your Support Center, do the following:
- Log into your Tech Support Admin account control panel;
- Select Tech Support in the Settings menu;
- On the page that shows, configure your Support Center:
Support Email
|
Full support e-mail address (e.g. support@example.com)
This e-mail address will be polled to generate trouble tickets and will be
used to send replies.
|
POP3 Host
|
Name of the POP3 mail server
|
POP3 User
|
Full POP3 user login name. In H-Sphere it is the same as your support email.
|
POP3 Password
|
Password to this mailbox. The password is required to access the mailbox by POP3.
|
New features available in version 2.3 and higher:
Automatically Close Answered Tickets After x Days
|
- Enter days to keep answered trouble tickets open. Tickets will
be closed after these many days once you answer them.
- Leave this field empty if you want answered tickets to be closed
immediately.
- Enter -1 if you want all answered tickets to remain open in
the Tickets Center.
|
Ticket Center Settings
|
You can choose "Answered" and "On Hold" sections
to show/hide in the Tickets Center.
|
Default KnowledgeBase
|
This knowledge base will be available to your end users as well
as Tech Support admins and Tech Support assistants in the control panel
from Support Center -> KnowledgeBase
To make your knowledge base available to end users of your resellers, you need
to enter this reseller's admin control panel, go to Settings->TechSupport,
and specify the default knowledge base.
|
Default Support KnowledgeBase
|
This knowledge base will be used to suggest trouble ticket answers
to all Tech Support admins and Tech Support assistants.
|
Max Suggestions
|
The maximum number of suggested trouble ticket answers from the KnowledgeBase.
|
Don`t send confirmation emails for received Trouble Tickets
|
With this box unchecked, the system will send receipt confirmations
to e-mail senders. Please be careful with this option, because if
the sender has an autoresponder enabled, you'll end up exchanging
endless receipt confirmations with him.
|
Do not check e-mail address
|
When an e-mail message arrives to the support address, its from address
and subject are checked to see if it's a follow up to an earlier response.
If you enable Do not check e-mail address, incoming messages will be
checked only by the subject. In this way, a reply from a different e-mail
address won't be treated as a new support request if the subject remained
unchanged.
|
Highlight E-mails
|
E-mails received from the domains you entered here will be highlighted
with red in the main queue of trouble tickets. This is typically used
for customers with priority support but can also be used for other
purposes, for instance, to emphasize on brand new customers, etc.
|
Spam E-mails
|
E-mails received from the domains you entered here will be blocked as spamming emails.
You can use it to stop spamming attempts.
|
- Now that your Support System is configured, click Save to confirm
changes.
|