- 31 Aug 2022
- 5 Minutes to read
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Requirements & Complaints Configuration
- Updated on 31 Aug 2022
- 5 Minutes to read
- Print
- DarkLight
This article describes in detail how to set up and configure Requirements/Complaints structure in Tegsoft. By following the directions in this article, one can enable Tegsoft Requirements/ Complaints for their contact center.
1. Incoming E-mail Server Setup
Please follow the steps below for incoming e-mail server setup.
You will need your email provider's incoming server settings (POP or IMAP).
Step 1 - Go to System Management.
Step 2 - Go to E-mail Accounts Management.
Step 3 - Click Add (+) button.
Step 4 - Set the parameters.
Step 5 - Click Save button.
The parameters in Step 4 are described in the table below.
Parameters | Descriptions |
Name | Enter an account name. |
Protocol | Select an incoming mail protocol from the list according to your e-mail provider. |
Username | Enter your e-mail address. |
Password | Enter your e-mail password. |
Host name | Enter your e-mail incoming mail hostname according to your e-mail provider. |
Port | Enter your e-mail incoming mail port according to your e-mail provider. |
Account type | Select the incoming option for the incoming mail server configuration. |
Target mail address | If the requests are also be sent to the target e-mail addresses, these e-mail addresses are entered in this field by separating with commas. |
Folder Name | Enter a folder name. |
Order | Order value should be decreased if priority is to be given to this e-mail account. |
Mail related | If the target mail address is entered, it is selected whether these e-mail addresses will be assigned to the related contacts in the ticket. |
Then, whether the e-mail account configuration is done correctly should be checked with the e-mail receiving test. For this, please follow the steps below.
Step 1 – Click check mark.
Step 2 – Go to Test mail receiving tab.
Step 3 – Click check mark.
2. Outgoing E-mail Server Setup
Please follow the steps below for outgoing e-mail server setup.
You will need your email provider's outgoing server settings (SMTP).
Step 1 - Go to System Management.
Step 2 - Go to E-mail Accounts Management.
Step 3 - Click Add (+) button.
Step 4 - Set the parameters.
Step 5 - Click Save button.
The parameters in Step 4 are described in the table below.
Parameters | Descriptions |
Name | Enter an account name. |
Protocol | Select an outgoing mail protocol from the list according to your e-mail provider. |
Username | Enter your e-mail address. |
Password | Enter your e-mail password. |
Host name | Enter your e-mail outgoing mail hostname according to your e-mail provider. |
Port | Enter your e-mail outgoing mail port according to your e-mail provider. |
Account type | Select the outbound option for the outgoing mail server configuration. |
Target mail address | If the requests are also be sent to the target e-mail addresses, these e-mail addresses are entered in this field by separating with commas. |
Folder Name | Enter a folder name. |
Order | Order value should be decreased if priority is to be given to this e-mail account. |
Mail related | If the target mail address is entered, it is selected whether these e-mail addresses will be assigned to the related contacts in the ticket. |
Then, whether the e-mail account configuration is done correctly should be checked with the e-mail sending test. For this, please follow the steps below.
Step 1 – Click check mark.
Step 2 – Go to Test mail receiving tab.
Step 3 – Click check mark.
3. Requirements & Complaints Configuration
After the e-mail accounts are defined, the scheme of the requirements and complaint is created, and related parameters are defined.
Please follow the steps below to configure your requirements or complaints.
3.1. Access to Menu
➤ Go to Requirements Complaints ➔ Requirements & Complaints Settings in Tegsoft.
3.2. Extension Parameters
While creating the requirement, in addition to the default parameters, customizable parameters are defined on this tab.
➤ Go to Extension Parameters tab.
➤ Select a default parameter from the list to customize it.
➤ Enter the details of the parameter.
➤ Save the settings.
3.3. Status
While creating the requirement, status options for the requirement are defined on this tab.
➤ Go to Status tab.
➤ Click Add (+) button.
➤ Enter the details of the status.
➤ Save the settings.
3.4. Categories
The requirements/complaints hierarchy is Department ➔ Requirement/Complaint Types ➔ Categories, from general to specific. Categories are assigned to types, types to departments. Therefore, categories are defined first on this tab.
➤ Go to Categories tab.
➤ Click Add (+) button.
➤ Define the parameters in the Details section.
➤ Select in which cases the category will be visible.
➤ Select the states of the extension parameters.
(Tree different states can be selected for parameters; open, mandatory, and closed.)
➤ Save the settings.
3.5. Requirement/Complaint Types
Requirement or complaint types, which are a supergroup of categories, are defined in this tab.
➤ Go to Requirement/Complaint Types tab.
➤ Click Add (+) button.
➤ Define the parameters in the Details section.
➤ Select in which cases the type will be visible.
➤ Assign the relevant categories to the Type.
➤ Select the states of the extension parameters.
(Tree different states can be selected for parameters; open, mandatory, and closed.)
➤ Save the settings.
3.6. Department
Departments, which are a top group of categories and types, are defined in this tab.
➤ Go to Department tab.
➤ Click Add (+) button.
➤ Define the parameters in the Details section.
➤ Select in which cases the department will be visible.
➤ Assign the relevant types to the department.
➤ Assign the related contacts to the department.
➤ Assign the allowed users to the department.
➤ Save the settings.
3.7. E-mail Rules
E-mail rules and conditions are defined in this tab.
➤ Go to E-mail Rules tab.
➤ Click Add (+) button.
➤ Define the parameters in the Details section.
➤ Define the parameters in the Routing section.
➤ Define the parameters in the Requirements Management section.
➤ Save the settings.
3.8. Routing
After the configurations in the previous steps are completed, the routing rules are configured from this tab.
➤ Go to Routing tab.
➤ Click Add (+) button.
➤ Define the parameters in the Details section.
➤ Define the parameters in the Routing section.
➤ Define the parameters in the Requirements Management section.
➤ Save the settings.
After all the configuration steps are completed successfully, a new requirement is able to be created with an e-mail sent to the defined e-mail address or from the requirements page.
Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.
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