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Email Ticketing For Better Support

FocalScope Streamlines Your Customer Service With Email Tickets And Workflow.

Organize your Team Inbox

 

Seriously Good Customer Support With FocalScope

FocalScope’s shared ticket email inbox enables your team to collaborate and resolve cases without you worrying about multiple agents responding to the same email ticket. FocalScope agent collision alert eliminate duplicate work. Define a common ticket folder structure for your team and you are ready to go. You can easily prioritize and flag important email tickets. Use ticket on-hold function for follow up and reminders. Transfer tickets between folders seamlessly using drag & drop. It is so simple to get started and you will benefit right away.

 

Threaded Email Conversations

 

Get A Clean Inbox With FocalScope Email Threading

FocalScope automatically threads back-and-forth email messages under the same ticket id. Agents can view the ticket as a single record on the screen or expand the ticket to display the underlying emails. It is a simple and efficient way of managing your email inbox. Once a ticket is resolved it will be removed from the inbox together with the linked email thread. In the event of new incoming email for an already resolved ticket, the FocalScope system will re-open the ticket with the entire history. Agents can mouse-over the ticket to view the ticket activity history. All events get recorded automatically for tickets and agents.

 

Smart Email Signatures

 

Setup Professional Signatures In FocalScope

In FocalScope it is easy to import your existing signature from Microsoft Outlook or any other email program. Alternatively, you can also create new signatures within FocalScope. We support personal signatures as well as group signatures. For the group signatures we have enabled placeholder fields to be merged into the signature that is appended at the end of all outgoing emails. This makes the process easy for you. You can insert place holders fields such as: agent name, title, phone number, picture, chat link and more. It is all very simple and straightforward.

Create Rules To Filter Emails

 

Automatically Sorting Of Emails In FocalScope

Every email that comes into FocalScope can automatically be scanned for keywords in both email header and body. Based on the results email can automatically be prioritized, moved to a specific folder, color-coded and assigned to an agent. Email rules can be enabled for shared email ticket folders as well personal email accounts folders. We keep a detailed ticket activity log for each ticket so it is easy to trace back why a specific email rule was triggered. To ensure maximum flexibility we also allow agents to manually move tickets or change priority. All agent activities also get recorded in the ticket activity log. Let FocalScope help your organization to manage your inbox better.

Create Rules To Filter Emails

 

Automatically Sorting Of Emails In FocalScope

Every email that comes into FocalScope can automatically be scanned for keywords in both email header and body. Based on the results email can automatically be prioritized, moved to a specific folder, color-coded and assigned to an agent. Email rules can be enabled for shared email ticket folders as well personal email accounts folders. We keep a detailed ticket activity log for each ticket so it is easy to trace back why a specific email rule was triggered. To ensure maximum flexibility we also allow agents to manually move tickets or change priority. All agent activities also get recorded in the ticket activity log. Let FocalScope help your organization to manage your inbox better.

Agent-to-Agent Chat

 

 

Discover the benefits of FocalScope Chat!

FocalScope is a great tool for real-time communication and collaboration. The Agent-To-Agent Chat feature enables a user to initiate a chat session with another user inside FocalScope.  The chat session will automatically be recorded and attached to the internal notes on the ticket. Using FocalScope Agent-To-Agent Chat makes team work simpler, pleasant, and more productive. Also, agents can chat with online visitors coming to your website.

Canned Email Response Templates

 

Speed up your response time using email templates!

Create a library of predefined email templates known as canned responses. This will enable agents to quickly and consistently reply to commonly asked questions by customers. Save an email as a canned response and use it over and over again without needing to copy and paste into a new window.
SLA time, assigned agent, ticket status and ticket number can automatically be communicated to the customer using FocalScope auto reply email functionality.

 

Let Your Agents Work Smarter !

Boost Your Customer Support Team’s Engagement and Productivity with FocalScope

 

Agent Collision Alert

This feature prevents agents from trying to attend to the same ticket concurrently. The first agent to attend to the ticket will lock it and it will instantly be visible to other agents.

 

 

Internal Notes on Ticket

FocalScope lets you add internal notes to a ticket only visible to other agents, and not the ticket requester. Add comments and share progress updates with the team.

 

 

Ticket Activity Log

Ticket activity log gives you the perfect audit trail. The activity log records all agent and ticket interactions. You can trace back the entire ticket history with a single click.

 

 

 

Schedule Recurring Tickets

You might have daily, weekly or monthly activities you want selected agents to carry out. FocalScope can automatically create recurring tickets and assign them to agents accordingly.

 

Global Search

The powerful global search can be used to deeply search and scan the database for specific keywords. You will no longer struggle to find what you are looking for.

 

Lookup Customer Data

Without any coding you can connect your ERP or CRM system in FocalScope. Agents can with a single click inside FocalScope lookup customer information Quick and Easy.