Sending Emails

An email can be sent from a Ticket by using the NEW EMAIL button on the InfoCenter Communications tab or the Communications page.

Note

Any email sent from the Ticket will be listed on the Communications tab/page.

Selecting a Template

Clicking NEW MAIL opens a dialog for selecting and previewing a template.

The drop down contains all templates configured in the Communications module with template type of Tickets Template.

When you select a template from the drop down, you can choose to preview it before actually using.

No Template is an option. This creates a blank email for you to fill in.

Click SELECT when you have the template you want to use (or No Template).

The Email Dialog

Once the email dialog loads, with or without a template, you can edit the addresses, subject, and body. You can also attach files, embed images, and insert links. HTML is supported.

Address Fields

• From Address:

  • Alias: this is set based on the Tickets setting: Manage > Settings | General: Display User Alias on Emails.

  • Local address:

    • If the Ticket Type is configured in Admin Console to have a specific local address (Data Management > Journals > Journal Types), the configured value for the Ticket Type is used.

    • If the Ticket Type does not have a local address configured, the default local address is used (Data Management > Mailbox Configuration)

  • Domain: populated from the Communications module

• To Address:

  For emails that have a Contact assigned, this field auto-populates with the email address of the contact. If there is no contact associated with the ticket, this field will be blank.

  The following Address Books are available:

  • Company – Users and User Groups

  • Customer – Email addresses from Customer Contact (applies to tickets with a customer account associated)

  Click To or Cc to open the Address book.