Creating Public TicketBoxes In VisNetic MailFlow

This article explains the necessary steps to create public ticketboxes in VisNetic MailFlow. Ticketboxes are where incoming messages are held and agents can reply to them from.

From the VisNetic MailFlow Interface:

1. Click the Administration link
2. Click the TicketBoxes link under the TicketBox Configuration section
3. Click the New button from the TicketBoxes toolbar
4. Enter a descriptive name for the ticketbox in the Name: field. This is the only required field for the ticketbox, the rest are optional options for the ticketbox. Routing rules will determine what messages are placed into the ticketbox.
5. The Default Email Address is where all replies to messages in the ticketbox will appear to be sent from.
6. The Description is for internal administration use. It is simply a brief description of the ticketbox.
7. Age Alerting will inform the administrator when a message has been waiting in the ticketbox for a specified period of time.
8. Auto Reply with Standard Response will send a specified standard response to the sender of the message that arrives in the ticketbox
9. Quote Original Message will include the original message text at the end of the auto reply
10. Close Ticket Upon Reply will close the ticket history for the message when the auto reply is sent.
11. Require Get Oldest forces agents to get the oldest message from the ticketbox rather then selecting which message from the ticketbox to select to open and reply to.
12. Send Low Watermark Alert sends a notification to the administrator when the minimum number of messages defined is exceeded.
13. Send High Watermark Alert sends a notification to the administrator when the maximum number of messages defined is exceeded.
14. TicketBox Header inputs the specified header information into the top of any outbound messages from the ticketbox by default.
15. TicketBox Footer input the specified header information into the bottom of any outbound messages from the ticketbox by default.