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 “Account 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”, “Security” (for choosing type of encryption), ”Receive protocol”, “Receive server address”, “Receive server port” and “Security” 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. Below you will find the option “Stop After Match”. Check it if you want to match one of the criteria you are creating. If you want to match all of the criteria, leave this option unchecked.

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. As always remember to save your changes after you finish the configuration.

MESSAGES

Whole messages acitivity your email boxes will be displayed in this section. This means that the messages downloaded from the email boxes in the system after fetching will be displayed.  Activities like if the message was sent to a ticket or there was an error or other you will be able to see them in this section.

If you want to see more information on the list you can easily add some additional columns. Just click on "Set column properties" button and select the options you like.


COMPONENTS

Each template is built from couple types of components. In this section you can predefine those components that you will later use on the next section.

MINT Service Desk has four types of components: “Subject”, “Header”, “Body” and “Footer”. They are parts of the email templates that later you will build. 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. If you like you can format the text (content) using the rich text editor. Once you finish, save your new component.

One of the great things in MINT Service Desk it that inside each of your templates you can add additional Dynamic Fields, which will be automatically filled with the data from the system. To do so just right click on the description section and from the menu select and add dynamic field you need.


By creating a set of components and later templates you can automate a lot of your work. That's why you should always use the right names to easile manage and hadle many components in one place.

TEMPLATES

Predefined emails are configured here. You can create as many templates as you want, with all of 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. Please remember that first you need to create the needed components before you use them in your template.

In the “Create Template” view you need to fill some fields like: “Name”, “Description”, and select your components to create your template: “Subject”, “Header”, “Body” and “Footer”. Once you do it you need to choose "Template type".

MINT Service Desk has two template types: “System” and “Custom Response”.

Select "System" for templates which will be send automatically by the system based on some activitiec.

Select "Custom response" if you want to have a predefined template that your agents will use to manually answer to your customers.