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Anonymous Replies in Email Support

Email Support Docs

Anonymous Replies in Email Support

The Email Support extension for KB Support includes the Anonymous Replies feature. Before we go on, it is important to note that in order to make use of this feature, you must have the participants feature enabled within KB Support.

So what are Anonymous Replies?

Anonymous Replies are replies from addresses that are not recognised for the given ticket.

How do they Work?

Email Support will process replies from any email address that is associated with the identified ticket. That email can belong to the customer who opened the ticket, a member of their company, or a defined ticket participant.

By default, Email Support will reject any email reply that is not associated with the ticket.

With Anonymous Replies enabled however, Email Support will allow any email address to reply to an existing ticket and process the email attaching it to the ticket as a reply. Furthermore, the email address of the sender will be added to the list of participants for the ticket. That address will then be included in any future email communications to the customer  regarding the ticket.

How to Enable Anonymous Replies

From the Tickets -> Settings page, click the Email Piping tab. The Anonymous Replies option is listed here. It is disabled by default so simply check the box and click Save Changes to activate the feature. Remember that the participants feature must also be enabled.

Considerations

This can be a very useful feature, but remember that in enabling it, anyone could potentially reply to any ticket. We therefore recommend you consider this carefully before enabling.

06/07/2018

IMAP Options in Email Support

When the KBS Email Support extension connects to your mailbox, it does so using the standard IMAP flags. These include the mailbox server host name, the protocol to use (IMAP/POP3), the port number and the transport security.

However, from time to time, you may need to send additional flags in order to obtain a successful connection. This article describes how.

Read More

05/02/2018

Requirements for Email Support

The Email Support extension requires the IMAP extension for PHP to be present. The IMAP extension is responsible for processing IMAP and POP3 connections from PHP and so without it, Email Support will not be able to connect to your mailboxes.

Read More

05/02/2018

Replying to Closed Tickets via Email

The way in which Email Support handles an email in reply to a ticket that is currently closed depends on how you have configured the core KBS settings.

Read More

04/02/2018

Using Email to Create New Tickets

You can choose to allow the creation of new tickets from emails that are received. There are a couple of options available to you and you should consider these carefully before enabling.

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04/02/2018

HTML Emails Tags

The Email Support extension allows you select to process received emails as either HTML or Plain Text for each server connection you have defined.

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04/02/2018

Configuring Email Support

The following details will assist you in getting up and running with the Email Support extension.

For a detailed overview of the functionality available within this extension, view the Email Support product page.

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04/02/2018

Email Support Email Commands

The Email Support extension for KB Support allows agents to enter certain commands into email content which, when detected, initiate specific actions for the ticket.

Read More

04/02/2018

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Ratings & Satisfaction Docs

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Email Support Docs

  • Plugin Requirements
  • Configuring Email Support
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  • Replying to Closed Tickets
  • Anonymous Replies in Email Support
  • HTML Emails Tags
  • Email Commands
  • Defining IMAP Flags

KBS REST API Docs

  • Using the REST API
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