A Comprehensive Guide to Email Client Ticket Responses in Smarter Track

Smarter Track agents can read and respond to tickets through the admin interface and email clients, keeping messages from end users copied to the agent’s email address. Each response is stored in Smarter Track, keeping the agent’s email information anonymous.

Note: The feature only applies to tickets assigned to agents and is configured per-agent, preventing them from being copied to an alternate email address.

a) How do I allow an agent to receive and respond to tickets via email in Smarter Track ?

1. First, log in to Smarter Track Management as an administrator.

2. Then, select “Settings” from the navigation icon.

3. After that, click on Agent or Administrator, and a list of all employees will appear in the content pane.

4. Next, select the desired employee and click the Edit button, or double-click the agent’s name.

5. Then, click on the “Tickets” tab.

6. After that, the agent’s email address should be entered in the Copy to address field for the ticket to be copied.

7. Next, enter multiple email addresses for agents to reply to a ticket in the “Other reply to” field, allowing them to respond from a mobile device or another email account.

8. Finally, click the “Save” button.