Ticket Email Setup

Upon starting with Membrain's Ticket Module, one of the key tasks you'll want to tackle is configuring your ticket email settings. You can find these settings in the System Setup page. The adjustments you make here will influence the email responses connected to your tickets. More than just specifying the response source, you also have the option to enable automatic responses for new and updated tickets, adding a layer of efficiency to your ticket management procedure.

Support Address

In the Support Address section, you're asked to specify the email address you'd like to use for managing ticket correspondence. This is the address that will handle both incoming inquiries and outgoing responses related to your tickets.

Sender Name

The Sender Name section allows you to establish the identity that your customers see when they receive responses to their inquiries. This name is what will appear in the sender field of outgoing ticket-related emails.

Ticket Process

The Ticket Process section is where you'll determine the default process for any newly created tickets. Setting this up correctly ensures a seamless workflow from the moment a ticket is generated.

Don't have a Ticket Process yet? No worries! Click here to learn how to create a process.

Outgoing and Incoming Ticket Email Settings

In the Outgoing and Incoming Ticket Email Settings sections, you'll be asked to manually enter the IMAP and SMTP information about your email servers. This part of the process involves a bit more technical detail and requires precise information to ensure the effective functioning of your ticket system. If you're unsure of what to enter, it might be beneficial to seek assistance from someone in your IT department. They should be equipped with the knowledge necessary to help you with these configurations.

Integrating an Outlook Inbox

Integrating your Outlook inbox with Membrain's Ticket Module enhances your ability to manage customer service tickets efficiently. This simple guide will walk you through setting up an Outlook inbox to work seamlessly with your ticketing system, ensuring effective communication with your customers.

1. Navigate to https://yourdomain.membrain.com/ and log in with your Membrain credentials.
2. Proceed to https://yourdomain.membrain.com/Ticket/TicketOAuth.aspx to initiate the email integration process. Click on the 'Authorize' or 'Connect' button to start linking your Outlook account. It's crucial to use an account that already has access to the Outlook inbox you intend to use for ticketing purposes, as this step will ensure Membrain can interact with your email for ticket management.
3. Follow the prompts to log into your Outlook account. This authorization process grants Membrain access to your inbox, which is necessary for managing incoming and outgoing ticket emails.
4. After authorization, you will be provided with a long string of code. This code is important as it acts as the password for the IMAP settings in your ticket configuration, allowing Membrain to access your Outlook inbox.
5. Enter this long string of code in the password field for the IMAP settings within the Incoming Ticket Email Settings section of Membrain's System Setup page.
6. For the Outgoing Ticket Email Settings, ensure you enter the necessary SMTP details for your Outlook account. This typically includes the ticket email address you'll be using and the standard password for the account, not the long string of code provided earlier.
7. After configuring both incoming and outgoing settings, remember to save your changes to complete the integration process.

By following these steps, you effectively integrate your Outlook inbox with Membrain's ticketing system, streamlining your email management and enhancing your team's efficiency in responding to customer inquiries. Remember, if you encounter any difficulties, consulting with your IT department or reaching out to support@membrain.com can provide additional assistance.

Auto response templates

Take advantage of automated responses to ensure timely and consistent communication for your ticket queries.
You can select from previously crafted templates that automatically respond to customer interactions. Learn more about creating templates, here.

There are two distinct auto-response options at your disposal:

• The New Ticket Auto Response Template sends an immediate acknowledgment whenever a new ticket is submitted to your support address.
• On the other hand, the Updated Ticket Auto Response Template ensures your customers are kept in the loop whenever there's progress or changes to their existing tickets. 

Blacklist

This feature allows you to block specific email addresses or even entire domains, preventing undesired interactions from flooding your system. When an incoming email matches any of these rules, no tickets will be created. This is particularly useful to ward off spam or irrelevant emails, ensuring your attention remains on valid tickets. You can specify these unwanted sources in two ways: either inputting a full email address such as fake@fakedomain.com, or using a wildcard to block all addresses from a certain domain by entering *@domain.com. By effectively managing your blacklist, you can keep your ticket system focused and clutter-free.