With Tickets selected on the Application menu bar, click MANAGE > Settings.
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The Settings for has two tabs - BASIC and ADVANCED.
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BASIC Tab General Settings
The BASIC tab provides two General settings:
Enable/Disable Display Active Customer Alerts - This is disabled by default. When enabled, customer alerts will be displayed (as a pop-up, same as in Customer Care) when you open a Ticket associated to the customer.
Enable/Disable Follow-up Reminders - This is disabled by default. When enabled, you can add a reminder to a follow-up. Enabling this setting creates a Workflow trigger that sends an email to the assigned user at a specified interval (n days or n hours) before the configured follow-up commit date and time. The trigger checks for reminders hourly.
ADVANCED Tab - Close Tickets from Email
The ADVANCED tab provides a setting to Close Tickets from Email.
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Enabling this setting creates a trigger that uses the new Modify Ticket action. Once enabled, disabling will delete the trigger.
When you enable this setting, you’ll be prompted for a To Email Address and a Status.
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To Email Address: defaults to CloseTicket, but can be changed to any unique value. This will be used as the local part of the email address for incoming emails that are intended to close a ticket. This should not be set up to match the local address of any entries in Mailbox Configuration or the local address for any specific ticket types.
Status: Only statuses affiliated with the state of Closed can be selected
The portion of the To email address after @ is derived and cannot be entered by the user.
Clicking Save creates the Message Created trigger with Modify Ticket action in Workflow
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Note
Additional setup is required as described in Closing or Modifying a Ticket Via Email Response.
Additional Settings for Email
Additional settings related to Email may be available on both the BASIC and ADVANCED tabs if the Communications module is set up to support it.
For settings related to Email, see Tickets Settings for Email.