Settings

You can find useful information about configuring the message processing here:

Enabling the message processing

Message processing settings

Customer’s settings

Obtaining customer`s URL for entering requests and discussion posts

Adding responsible operators for message processing

Editing email settings

 

Enabling the message processing

If you wish to enable Message processing for all customers, simply mark the checkbox message processing logged as Maintainer in Admin zone -> Main menu -> Global settings -> tab Modules. This functionality is  charged extra. Disabling it may only be done on the same day it has been enabled, or on the next calendar month.

Enabling the message processing module

Image: Enabling the message processing module

List of all functionalities can be found in in Admin zone -> Main menu -> Global settings -> tab Message processing

Message processing settings

Image: Message processing settings

 

Message processing settings

Note: with disabled message processing you have only one public e-mail address available. Enabled message processing allows you to add more public addresses by clicking „Add an alias e-mail address“ button. All entered addresses must be forwarded to internal CDESK address.

Adding alias addresses in message processing

Image: Adding alias addresses in message processing

In first box, enter your own public address. It can be whatever, for example support_hello@gmail.com. In this address, you need to set forwarding of all messages to CDESK internal address displayed in second textbox. Internal address in this first text box cannot be edited and is also available for disabled Message processing. All additional public addresses and internal aliases needs to be created – these are charged in addition. Choose your internal alias and add it in front of @ symbol, let the domain sm.seal.sk unchanged . Set the Name of sender to e-mail address – this name is shown as a sender of all e-mails from CDESK sent from this particular alias. Operator responsible for e-mail processing is notified about new message arrived on this particular alias. Choose one specific operator, group of operators of let all operators to see new messages for processing.

Under the e-mail aliases settings, there are five more options:

  1. CDESK request priority for emails with higher priority – if the sender sends the high importance e-mail (marked with exclamation symbol) to CDESK, created request will have this preset priority

  2. Receiver address for forwarding of unauthorized emails to CDESK - All messages refused by CDESK will be sent here

  3. Default action for messagess to process – choose the default action which is performed to processed messages

  4. Wizard for new requests – If enabled, a wizard for new requests will be shown

  5. Blocking of mail sending when processing a message as a response to CDESK request - message processes as a response to CDESK request will not generate notification e-mail

Additional message processing settings

Image: Additional message processing settings

In next section - Global settings for entering of CDESK messages through web form (CDESK requests, discussion and noticeboard), you can enable entering via the Web form. Here you can also set the list of operator who are responsible for Web form messages, clicking on green „+“ button.

Enabling entering of CDESK messages through web form

Image: Enabling entering of CDESK messages through web form

 

Customer’s settings

Adding the address to White list (or blacklist)

In Admin zone -> Main menu -> Customers – settings -> chosen customer -> tab CDESK settings, enabling of entering the e-mails option lets the CDESK to create requests and discussion posts directly from received e-mails. Sender’s addresses needs to be authorized (according to authorization step in processing of message mentioned above). Addresses(or domains only – for example „@company.com“) authorized to enter the messages to CDESK must be added in White list. Write addresses or domains in this text box, each on separate line. You can also block desired addresses / domains by adding them to Black list below.

White and black lists in customer`s settings

Image: White and black lists in customer`s settings

Entering of CDESK requests and discussion via web form

When the Web form entering is enabled, in next section you can find the links which can be provided on your web page or offered to customers. Detailed information about using the Web form is described in article Entering requests via WEB form.

Entering of discussion and accepting completion of CDESK requests without authorization

Described in chapter Requests.

 

Obtaining customer`s URL for entering requests and discussion posts

Navigate to Admin zone -> Main menu -> Customers - settings -> Desired customer -> tab CDESK settings -> section Entering of C-Desk requests and discussion via web form. You can see two links here. 

  • Web form with this default company - The selected company will be predefined in the formular without the option to change it
  • Web form without company selectionWeb formular will not contain predefined company and must be entered manually

Web formular links

Image: Web formular links

Clicking the link will open a new tab with the chosen type of web formular.

 

Adding responsible operators for message processing

Navigate to Admin zone -> Main menu -> Global settings -> tab Message processing -> section Global settings for entering CDESK messages through the web form (CDESK requests, discussion, noticeboard). There is a field List of operators for notification of new message from the web which contains the list of all responsible operators. You can responsible operator by clicking the green "+" button and choosing from the provided list of operators.

Adding responsible operators for web form

Image: Adding responsible operators for web form

After adding the operators, click the Save button to confirm changes.

 

Editing email settings

Navigate to Admin zone -> Main menu -> Global settings -> tab Message processing -> section Email settings. 

Message processing - email settings

Image: Message processing - email settings

 

Sender address in emails from CDESK - This is the e-mail address that will send you all notification messages.

Name of sender in emails from CDESK - Name of the sending address

Sender's address in emails from Knowledge base - Messages from Knowledge base will be sent from this address

Sender's name in e-mails from Knowledge base - Name of address from which all mails related to knowledge base will be sent