CHANNELS

In this section, all the configurations needed for the different communication channels included in MINT Service Desk can be done here. Create email accounts, templates to reply emails and some more configurations will take place in the next sections.

ACCOUNTS

The section handles the different communication accounts in the system, in here you are going to be able to configure all the email accounts you want to have in the system for incoming and outgoing emails. All the accounts already configured in the system will be displayed after you click on “Accounts”, you can edit them by clicking in “Edit” or get all messages manually with the button “Get”.

To create a new account, click on “Add new value” and “Create Account” screen will be displayed, type “Name”, “Description”, select the “Channel” from the list like “Email” and select the “Outgoing” and “Incoming” queues you want to assign to this account. Click on “Next” button and all the details needed to connect MINT Service Desk with the account will be displayed and you need to fill them, the fields: “User name”, “Password”, “Send server address”, “Send server port”, “Send require SSL”, ”Receive protocol”, “Receive server address”, “Receive server port” and “Receive require SSL” will need the proper information, remember to save the changes once you finish.

FILTERS

In this section you can create as many email filters as you need, click on “Filters” section and the list of filters will be displayed. Click on “Add new value” and the “Create Filter” screen will be displayed, you can create filters based on “Body”, “Subject”, “From and “To” parts of an email. To configure your filter you need to assign a “Name” and you can assign it to some particular values like “Queue” and “Ticket Type”, select the ones you prefer and also there is the option to “Stop After Match” if you want to match one or all the criteria’s you are creating. The details on the configuration of filters are down below, select the “Ticket Element”, “Operation Type”, “Match Case” and type the “Element Value”. The “Ticket Element” is the part of the email you want to filter from, the “Operation Type” includes options to get the match and fit of your filters like: “Contains”, “StartsWith”, “EndsWith”, “IsEqual” and “MatchPattern”. Finally, “Element Value” is the field where you have to put what value exactly you want to match, remember to save your changes after you finish the configuration.

MESSAGES

The activity in the messages from your email boxes are going to be displayed in this section, this means that the messages downloaded from the email boxes in the system after fetching will be displayed like, activity like if the message was sent to a ticket or there was an error or some others you will be able to see them in this section “Messages”, you can add or remove columns properties to see the detailed information.

COMPONENTS

The templates are built with components, in this section you can predefine components that you will use on the next section. “Subject”, “Header”, “Body” and “Footer” are parts of the email templates that later you will build based on “Components”. Click on “Components” section and the list of predefine components will be displayed. To create a new component, you need to click on “Add new value”. Type your “Component name”, select your “Component type”, and write the “Content” of your component, you can give format using the rich text editor, finally save your new component, you can automate a lot of your work creating many components so use names to easily manage and handle many components.

TEMPLATES

Predefined emails are configured here, you can create many templates with all your common answers and replies that you always use with your customers. Once you click on “Templates” you will see the list of the predefined templated from out of the box. Click on “Add new value” to create your template, remember that you need to create the needed components before your template. In the “Create Template” screen you need to fill some fields like: “Name”, “Description”, and select your components to create your template: “Subject”, “Header”, “Body” and “Footer”, then select the type of your template, MINT Service Desk has two template types: “System” and “Custom Response”. For the ones that the system will send automatically based on some activity then select “System” type but if you want to have predefine template that your agents will use to manually answer to your customers then use the type “Custom Response”, finally save the changes.