SmarterTrack 12.x Help

Email

Administrators will use this section to specify the settings relating to email delivery, including POP importing, SMTP accounts, autoresponders, email templates and more.

To access this section, click the Settings icon. Then expand the Configuration folder and click Email in the navigation pane. The email settings will load in the content pane and the following tabs will be available:

Options

Use this tab to edit the following settings:

  • Default Encoding - To specify the encoding format, select the appropriate option from the list.
  • Delete Failed Emails After - The number of days after which undelivered emails are deleted. By default, failed emails are deleted after 30 days. Note: Emails that cannot be delivered are stored in the App_Data/Spool/Failed folder.
  • Delete Raw Content After - To specify the values at which raw content should be deleted, type the appropriate number in the fields for days, files, and MB.
    • Day(s) - The number of days after which files are purged from the system. By default, raw content is purged after 30 days.
    • File(s) - The maximum number of files that will be kept before the files are purged from the system. By default, the maximum number of files is 25,000. Note: SmarterTools recommends keeping this option at the default setting or lower.
    • MB - The maximum amount of space available for raw content storage. If this amount of space is exceeded, the files are purged from the system. By default, the maximum amount of space is 10,000 MB.
  • Delivery Delay - To specify the number of seconds automated messages from the system are delayed, type the appropriate number in this field. Setting a delivery delay can keep the connection between your help desk and your mail server running smoothly. By default, the delivery delay is 10 seconds.
  • Autoresponder Blacklist - Any email address you add to this text box will be excluded from receiving any departmental auto-responders (e.g., ticket received notifications). Addresses should be entered one per line.
  • Filter duplicate incoming emails - Checking this box can prevent SmarterTrack from receiving a large influx of new tickets due to auto-responder loops.

SMTP

SmarterTrack does not utilize an internal SMTP server to send email messages. Therefore, an external SMTP account must be configured to send ticket responses and system notifications. Accounts configured in this section can be chosen in the Brand and Department settings. By default, a Default SMTP Account will be present. Edit the account or click Add in the content pane toolbar to configure the SMTP settings. A modal window will display the following options:

  • Server - The outgoing SMTP server name.
  • Email Address - The email address from which messages are sent.
  • Display Name - The name used to identify the mail server. This field is optional but recommended.
  • Encryption - Select the level of security used for sending emails: None, SSL, or TLS.
  • Server Port - The port used to connect to the SMTP Server. By default, the SMTP Server port is 25. Note: If SSL or TLS is used, this port will need to change to match the security setting.
  • SMTP Auth Username - The identifier used to authenticate with the SMTP server. This field is optional.
  • SMTP Auth Password - The corresponding password used to authenticate with the SMTP server. This field is optional.

POP

POP accounts can be used to import tickets from email. Note: If using a POP server for email, any messages in the account will be downloaded into SmarterTrack and deleted from the mail server. To add a POP account, click Add in the content pane toolbar. A modal window will display the following options:

  • Server - The outgoing POP server name on which the email account resides.
  • Encryption - Select the level of security used for receiving emails: None, SSL, or TLS.
  • Server Port - The port used to connect to the POP server. By default, the POP server port is 110. Note: If SSL or TLS is used, this port will automatically change to the default port necessary to match the security setting.
  • Login Username -The identifier used to log into the POP server.
  • Login Password - The corresponding password used to log into the POP server.
  • Import Frequency - The interval, in minutes, that SmarterTrack checks the POP account for new messages. By default, the import frequency is 2 minutes.
  • Department - The department that will utilize the POP settings for ticket importing.
  • Who Can Start Email Tickets - The role required to submit a ticket via email. For more information, see Roles.
  • Leave Messages on Server - By default, when you retrieve email through POP3, the emails are deleted from the mail server. Checking this will cause email messages retrieved via POP to stay on the mail server.

Autoresponders

Use this tab to configure the autoresponder that will be sent to users after ticket submission. To enable an autoresponder, locate the department it will be associated to from the list of all configured departments. Select the department and click Edit in the content pane toolbar. A modal window will display the following options:

  • Max KB Search Results - By default, the autoresponder displays a list of knowledge base articles related to the ticket content. This is the maximum number of suggested knowledge base article links included in the text of the auto-responder.
  • KB Search Folder - The folder(s) SmarterTrack will search in before creating the list of suggested articles.
  • View Ticket Online Text - The anchor text of the link for the 'View This Ticket Online' variable. It is enabled by default when that variable is used in the autoresponder body.
  • Browse KB Text - By default, the autoresponder displays a link to browse the knowledge base after the list of related articles. Administrators can specify the link text by typing the desired text in this field.
  • Enabled - Checking this box enables the autoresponder for use.

Note: SmarterTrack will only send a maximum of 3 responses to any single email address per 30 minute period. This is to keep SmarterTrack from accidentally spamming individual email addresses or possibly getting into looping issues with improperly configured vacation messages or other external auto-responders. SmarterTrack simply stops sending after sending 3 times. Messages do not sit in the outgoing spool and wait to be sent.

Templates

When certain actions occur within the system, SmarterTrack can send an email based on that action. For example, if a company wants to send a follow-up survey to a customer after a ticket resolution, the system will automatically send an email requesting the customer complete the survey. These system-generated emails are predefined and no new templates can be created. However, administrators can use this section to edit the template content. Each template is sent using the Brand SMTP settings. See below for more information on the available templates:

-Master Template-

This template is used to control the outer HTML appearance of emails sent from SmarterTrack. An HTML and Preview tab are available to edit the HTML and view what the HTML will render in outgoing emails. No variables are available for this template.

Auto-Close Ticket

This email is used when a department is set to automatically close tickets after a certain amount of time. The email notifies the customer that a particular ticket was closed, but that the ticket can be re-opened by simply replying to it. The following variables are available:

  • The Subject of the closed ticket [%Subject%]
  • The ticket number of the closed ticket [%TicketNumber%]

Community Activitiy Digest

This email is sent on a regular basis and is used to notify the customer of activity on Community threads they are subscribed to. The following variables are available:

  • A summary list of all Community activity that the user is subscribed to [%COMMUNITYACTIVITYLIST%]
  • The date (on the server) the activity happened [%DATE%]
  • The time (on the server) the activity happened [%TIME%]
  • Company name as defined in brand settings [%COMPANY%]
  • The URL of the customer portal [%PORTALURL%]

Community Comment Notification

This email is used to notify a customer that a comment has been added to their Community post. The following variables are available:

  • The title of the Community thread [%SUBJECT%]
  • The username of the user that added the comment [%COMMENTUSERNAME%]
  • The text of the comment added [%COMMENTTEXT%]
  • The URL to the Community thread [%THREADURL%]
  • The date (on the server) the comment was added [%DATE%]
  • The time (on the server) the comment was added [%TIME%]
  • Company name as defined in brand settings [%COMPANY%]
  • The URL of the customer portal [%PORTALURL%]

Email Rejected Due to Lock

This template is used to notify a customer that the ticket they are replying to has been closed and locked and offers a way to initiate a new ticket. The following variables are available:

  • The current date (on the server) [%DATE%]
  • The current time (on the server) [%TIME%]
  • The email address of the original sender [%EMAIL%]
  • The subject of the email that came in [%SUBJECT%]

Email Rejected Due to New Ticket Requirements

This template is used to notify a customer that they don't meet the department's required role for starting a ticket. For example, a billing department may require users to be Registered Users of SmarterTrack, but they are attempting to submit the ticket anonymously. For more information, see Roles. The following variables are available:

  • The current date (on the server) [%DATE%]
  • The current time (on the server) [%TIME%]
  • The email address of the original sender [%EMAIL%]
  • The subject of the email that came in [%SUBJECT%]

Email Rejected Due to Policy

This template is used to notify a customer that the department they're trying to contact does not accept tickets via email. This email will be sent when a POP account is not enabled for the department. Instead, tickets need to be created via the Web portal. For more information, see Email. The following variables are available:

  • The current date (on the server) [%DATE%]
  • The current time (on the server) [%TIME%]
  • The email address of the original sender [%EMAIL%]
  • The subject of the email that came in [%SUBJECT%]

Forgot Login

This template is used to send the password to the registered email account on file when a user forgets his/her login information and they click on the "Fogot Login?" link on the Web portal. The following variables are available:

  • Company name as defined in brand settings [%COMPANY%]
  • The base URL of the support site [%SITEURL%]
  • The password of the account (required) [%PASSWORD%]
  • The username of the account [%USERNAME%]

Survey

This template is used to offer a survey to a customer after their ticket is resolved. The following variable is available:

  • The customer name [%CustomerName%]
  • The username for the customer [%CustomerUsername%]
  • The subject of the resolved ticket [%Subject%]
  • The survey URL [%SurveyUrl%]
  • The ticket number [%TicketNumber%]

Ticket List

This template is used when a customer requests an emailed list of all previous tickets. The following variable is available:

  • All Tickets that belong to user [%TicketList%]

Verify Email Address

This template is used to confirm a new user's email address. The following variables are available:

  • The brand name for the help desk they are registering for [%BrandName%]
  • The current date (on the server) [%DATE%]
  • The current time (on the server) [%TIME%]
  • The email address on the account [%EMAIL%]
  • The full name for the user signing up [%FullName%]
  • The link they need to click on to verify the account (Required) [%LINK%]
  • The username on the account [%USERNAME%]