Frequently asked questions
Can we customize the look of our account?
Yes, you can customize the company logo, background theme, and the Login page in General settings section.
I want to add a company logo. Is it possible?
Yes, you can add your own logo. Go to Settings > General, Login page section:
- Click the Browse button near the Upload logo image field
- Search and select image from your local disk first, and then click the Upload button.
- Click Apply Changes.
After the image is uploaded, it should appear in the left part of the header section of the Login page.
The uploaded image size can be up to 300KB with recommended dimensions of 460px x 70px. The allowed image types are jpeg/jpg, png and gif.
We're confused about using Topics and ticket Queues. How do we categorize our topics and issues into the ticket queues?
The Topics and Queues are two different values applied to a customer side and agent side, respectively. It's up to you to how to differentiate tickets by the topic selected to the Queue.
In the Log a call action, agents can select both Topic and Queue.
You can also create custom Workflow rules to automatically set the ticket Queue based on the Topic selected from the customer's side.
Can a user open an issue by Outlook or Gmail, or do they have to open a web system and describe the problem?
Yes, it's possible to create a new ticket by using the email client. The Email-to-ticket conversion tool converts all messages received in available incoming email addresses. Go to Settings > Automation > Processing to check the inbound email address.
Can attachments be added using the email ticket creation or only via the website?
Yes, email attachments can be added using the email to ticket conversion and each email attachment is converted to a ticket attachment.
Is it possible to open tickets automatically by sending an email from the server monitoring software?
Yes, the Email-to-ticket conversion utility accepts all incoming messages and converts them to tickets. You can also use the Conversion placeholders feature to populate custom ticket fields.
Is it possible to reject email messages from non-registered users to prevent spam?
Yes, go to Settings > Automation > Processing, Email to ticket conversion and disable option Convert messages from non-registered senders.
Is it possible to set up advanced email filtering?
The advanced email filtering is not available. However, you can use email filtering on your own email server, set up the email forwarding and pass filtered messages to your SympoQ email address.
The incomming email message is stored each time into the Inbox queue. Is it possible to tweak it?
- Click to edit System rule for the Email submission channel
- In the Set these values region, select the Queue from the select list
- Click Apply Changes.
You can optionally add more rules, e.g. redirect incoming messages into a queue based on the email message content, subject, customer email address, etc.
How do customers process help tickets? Do they need to sign in and have a username and a password?
The customer is able to process ticket a in two ways - as a registered user with Username and Password or as a guest/anonymous visitor.
It's up to you and your internal processes whether you'll allow customers to submit and process tickets as guests or not.
How can I get the online portal link that customers would use to login to submit request?
The online portal link for customers is the same as for agents, e.g. https://acme.sympoq.com. Depending on the user credentials, the system will display different portal resources for agents and customers.
How do you reopen a closed ticket?
Simply Reply to the ticket, either by the Reply action in the web-form or by email client, and the ticket will change status from Closed into Working.
Agents can also change the ticket status manually using the Note ticket's action (Internal discussion), if the Manually change ticket status value is set to Yes in Settings > Automation > Permissions, Agent permissions.
Your customers can also reopen a closed ticket using the web form, if the Reopen closed ticket value is set to Yes in Settings > Automation > Permissions, Customer permissions.
How can an agent submit a request via the web portal?
Agent can submit a request via the Log a call form: Dashboard > (Quick Menu) > Log a call. The dropdown Quick Menu is also available in the top right corner of the agent portal.
How can we (agents) add an attachment after ticket creation without replying to a customer?
It's possible to add attachments during the agent's Note (Internal discussion) action.
How can we submit more than one document as attachment?
After you upload the first ticket attachment in the Attachment region, simply click the Browse button again, browse for the file on your local file system, and click the Upload button.
Users can also optionally delete the uploaded attachment by clicking on the trash icon .
How can the customer change the password?
Customers can change Password and Username using the My profile link available in the top right corner in Customer Portal pages.
Is there a way to make the "Assigned to" field required when creating a new ticket?
It's not possible. Most of the help desk teams have different people responsible for call logging, while Queue manager is responsible for the ticket assignment.
I need to know the exact number of tickets per month.
You can use the Tickets Summary - Received report to retrieve the number of new tickets aggregated by any of the labels: Assigned agents, Queues, Topics, Customers, Customer groups and ticket submission Channels.
In the report parameters set "From" and "To" to the desired monthly period, and run the report. The total number is displayed in the cross of the row "Report Total:" and the "Sum" column.
Note: You must at least have the "Agent" permission on each queue to get the total number across the entire account.
Do you receive suggestions and feature requests?
We are always interested in suggestions that would allow us to improve upon our high standards and we encourage you to submit your thoughts.
Each feature request is examined by our product board, and if the general conditions are satisfied, the feature is added to a new version or release.
How long does it take to develop a new feature and put it into production?
There are many parameters that influence the new feature acceptability and availability. Generally, if the new feature is aligned with the overall product conception, the feature is first added to a development list. Depending on the predicted development efforts, it takes from a few weeks up to a few months to release a version with new the feature.