Any resellers know how to use this built-in trouble ticket system for multiple queues

Customer Support Customer Only Discussion
1

Hi,

I do have the built in TT system working fine but with a single email only [email protected].

I’d like to set it up for multiple emails. I have created 2 new queues [email protected] and [email protected] what do I do after? When i send an email to sales or billing it doesn’t work it just assigns it to the support queue (sales and billing get forwarded to the main TT email).

Anyone know how? I’d like to use cerberus (which does that but in a much better way) since I heard jodo can give licenses to resellers, is that true?

2

And why do my clients receive 3 confirmations and 3 replies when i reply to them???

3

you have to set forward from the sales and billing to the support address

hsphere is built so it only bings one pop3 for speed, so you need to forward the others to that./

this also maybe why they get 3 confirmations

4

Hmm so basically, it can’t get a sales email and put it in sales queue…

It has to be set manually :confused:

That’s why I’m trying to setup the cerberus key with Yash since it manages many pops.

5

Re: Any resellers know how to use this built-in trouble ticket system for multiple qu

no it reads it you can use the alsied by, and set the alias to the [email protected]

so they are stored at helpdesk@

i reads the email address

– setting the queue, and then setting it to send a copy to the helpdesk email address will work.

http://www.psoft.net/HSdocumentation/reseller/trouble_ticket_management.html

may explain it better

6

It doesn’t seem to work, I created a Sales queue with email [email protected].

My pop account for the TT system is [email protected] so I forwarded [email protected] to it but it just get’s sent to the default queue…

7

im a little stumpped now.

ive tried making them all case sensative sent emails , ive set the quue names as the semail address etc and cant get it to work , as you said chucks it in the default que

8

ive managed to get them into their own queue,

but still get the same ticket response/confirmation

what i have done dave, is

set up

[email protected] as the one it pings for tickets

[email protected] as a forward only to [email protected]
and the same for domainsupport

then within tt queues ive set the emailaddress to it exact to the main root domain

ie the one you submitted not the aliases

and its worked

as i said apart from the custom confirmations, but the email is from the right address.

ive set a different response but get the standard one, anyone know why?

9

ive done some more investigations into this

still stuck in the ticket alerts seem there maybe a bug with that. also read something on PSofts site on it.

but regards to queues

the above is correct but sadily if you have more than one version of the domain ie domain.com and domain.co.uk

you need to set up 2 queues for each email address

so

[email protected]
[email protected]

and so on

sadily i have 4 domains that run off, so ive got 8 queues for DomainSales and DomainSupport

10

What do you mean you set up the email in the queue to “the main root domain”?

Let’s say my main pop is [email protected].

My mail sent to [email protected] gets forwarded to [email protected] and in the Sales queue I set the email to “Sales Support - Company Name [email protected]” in order to have a from name…

Didn’t work. Maybe i see to put [email protected] only??

11

using above details yopu just said

within the ticket set up where you specify the pop 3 server, username nad password etc.

set it to [email protected]

everything there set to use [email protected],

then within the email area of your account (within the other part of the service/CP account) set up a forward (without mail box) for [email protected] to be forwarded to [email protected]

now you have set up the emails to be forwarded to the TT center

within the Queue admin section in the ticket administration (list of tickets)

set up a queue for [email protected]

then you have a queue for [email protected]

if you also own [email protected] you also need to do the last part (from setting up a queue)

using the [email protected] address

im not sure if you can murge queues.

hope that helps

12

So basically I ican’t have a mail box WITH a forward? I like to keep an archive on Outlook :confused: So that’s not too good as a setup.

Oh well, I hope the cerberus setup works with Jodo :slight_smile:

13

you can have it a mail box or even get it to forward to another mailbox/ archive address. it is advisable also incase attachments are sent to you

14

OK - So I think my setup didn’t work because in the queue I use “Sales Support - Company [email protected]” in the email field.

15

i would say so, just the email address as thats what’s used to put into the queues