Setting up the Digital DX AI ticketing system with your SMTP server is part of your initial configuration and setup process. The Digital DX AI ticketing system is the default ticketing system available to you, offering the ease of out-of-the-box technology, and automatically connecting to your knowledge base. The system also enables agents to leverage the Digital DX AI knowledge base, meaning that they can provide full and accurate answers to customers in a speedy, efficient and timely manner.
There are three steps involved in setting up your ticketing system to function correctly and work in the most efficient manner possible:
Once you have your Digital DX AI account, the first step in setting up your ticketing system is to configure your SMTP server to forward incoming customer support emails to the Digital DX AI ticketing system.
Sending Ticketing to Specific Departments
You can further hone the scope of how customer support tickets are handled, by creating email ticketing specific to an internal department of the company, such as Sales, Marketing, IT Support or Billing.
The next step is to specify how outgoing customer support mail is handled, by configuring your SMTP server for outgoing mail.
Digital DX AI then performs a verification of the entered SMTP settings to check that the SMTP server can function. The settings will only be saved once the verification has determined that they are correct. The verification may take a few minutes.
If the verification fails, a message is displayed, with an explanation as to why the SMTP settings were not saved.
You can further subdivide labels into groups to easily manage which agent handles what kind of ticket. User groups help differentiate between agents and their responsibilities, by enabling permissions to a group that determines which tickets can be assigned to members of that group. To create a group, do the following: