Lesson 4: Configuring LP Email

Tickets allow your company to manage all communications with customers effectively. In this course, you will learn how to set up ticket routing and management, set time limits for tickets, create contacts, email templates and various canned letters.

1) Setting Up Ticket Routing And Management (video)
Configure ticketing settings, such as who handles the ticket, what to do in case of errors in email handling and how to automatically create tickets for all...
Tue, 14 Nov, 2017 at 7:46 AM
2) Understanding Automatic Time Limits For Tickets (video)
Configure time limits for tickets to ensure that they don’t get forgotten, and the system will automatically requeue them according to the time limit you ha...
Tue, 14 Nov, 2017 at 7:48 AM
3) Introducing Email Templates (video)
Email templates are pre-composed drafts which agents can use to reply to customer inquiries through the Agent Console. In this course you will learn how to ...
Thu, 16 Nov, 2017 at 1:36 AM
4) Creating Email Templates (video)
For each of your various groups of skills, learn how to prepare sets of email templates that reflect the most frequent correspondence needs of each, and the...
Thu, 16 Nov, 2017 at 10:43 AM
5) Creating Canned Letters (video)
Create canned responses (predefined content) that agents can send to visitors during the chat, to save time and ensure consistency. Add and edit canned resp...
Tue, 14 Nov, 2017 at 7:51 AM
5) Managing Contacts (video)
Every time a customer contacts you, a ticket is created and as a result, contacts can be added to your system. Manage your contacts to capture comprehensive...
Tue, 14 Nov, 2017 at 7:52 AM
Additional Resources
To learn more, read the following knowledgebase article(s). Changing the default font for email messages (Ticketing service) Importing and exportin...
Thu, 2 Nov, 2017 at 6:42 AM