Communications Module Setup
The Communications platform must be configured to make Email functionality available in Customer Care. This setup is completed by IDI.
Email Template Configuration
Email Templates are configured in the Communications module. Email Templates must be of type Customer Template.
Mailbox Configuration
Emails sent from Customer Care have an email address based on configuration.
The portion of the email address that follows the @ (sub-domain/domain) is based on the Communications setup for the Company.
The local part of the address must be unique for Customer Care. It cannot be the same value used for the Tickets web module. Note that Tickets supports multiple local addresses if email tickets and network monitoring functionality is enabled. These all require distinct local addresses, as they will share the same sub-domain/domain.
The local address configuration defaults to CustomerService.
The alias defaults to Customer Service. This results in an email address of:
Customer Service<CustomerService@subdomain.domain.com>
These values can be modified in Admin Console. To edit the Default mailbox address go to Data Management > Mailbox Configuration.
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Email Alias
Note
The Alias for outgoing email set via Admin Console can be overridden to use SaaS User Name. This is a Global setting that applies to both Tickets and Customer Care.
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You may insert the SaaS User Name as the outgoing email alias rather than use Admin Console settings. This is a shared setting for Tickets and Customer Care, meaning you can set it from either location and it applies equally to both. The setting is available via MANAGE > Shared Settings.
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This setting is initially unchecked. Click the Edit (Pencil) icon at the far right to enable/disable and select a new alias.
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Unchecked:
For Customer Care: Use the Default Alias as configured via Data Management > Mailbox Configuration in Admin Console
For Tickets: Use the Journal Type's Alias (when configured) or the Default Alias if the Journal Type's Alias is not populated.
Checked: For both Tickets and Customer Care, use the SaaS User Name in the selected format as the alias. Select one of the three Alias options from the drop down:
First Name
First Name and Last Initial
First and Last name
For example: John Smith<SupportDesk@idibilling.com>
Send Email Permission
Sending email requires the Send Email permission to be enabled.