The Settings for the Service Request Module in backend system is configured here. Note – all Service Settings fields are mandatory




Field Name

Remarks

POP Server

(Host, User, Password, SSL, Port)

POP server to connect to for receiving emails sent into Loyalty System – Service Request module.

Pop Server – IP of Email Server

User Id – user id for account on Email Server

Password – password for account on Email Server

POP TSL/SSL – to use SSL with Email Server

Port – port used to connect to Email server

SMTP Server

(Host, User, Password, SSL, Port)

SMTP server to connect to for sending notification email from Customer Portal.

Host – IP of Email Server

User – user id for account on Email Server

Password – password for account on Email Server

SSL – to use SSL for authentication with Email Server

Port – port used to connect to Email server


From – Email From when replying to customer

Reply-To – Email for customer to Reply-To.

Email Separator

Separator text in email for Service Request Email Engine to segregate between new content from user and old email trail content.

Frequency Check Mail

Frequency to retrieve email from POP Server (in minutes).

URL Download Attachment

Attachments that are uploaded into Service Request can be downloaded from this URL.

Leave Incoming Mail in Server

Setting (Yes/No) to leave any incoming mail to Email POP Server.  If this field is checked, leave email on server.

If field is unchecked, delete mail from server after downloading into Service Request system.

Daily Same Mail Threshold

Threshold to receive same email from same recipient in same day.  Only enter integers


This setting is to prevent same / duplicate emails from creating multiple tickets in system.

Weekly Same Mail Threshold

Threshold to receive same email from same recipient in same week.  Only enter integers


This setting is to prevent same / duplicate emails from creating multiple tickets in system.

Customer First Reply

Email that is automatically sent to Customer when they send a Service Request into the email channel.

Customer – Standard Reply

Email that is sent to customer when backend user updates into the Customer Response tab in Service request module or when assignee replies to the ticket Email sent from system.

Customer – Close Ticket

Email that is sent to customer when ticket has status set to Closed.

Staff Assignment

Email that is sent to staff when a ticket is assigned to him/her.

Staff – Standard Reply

Email that is sent to Assignee when Customer Replies to Ticket Email that is sent from Service Module.

Staff – Close Ticket

Email that is sent to Assignee when ticket has status set to Closed.

Customer – Reopen

Email that is sent to customer when ticket has status set to Reopen.

Staff – Reopen

Email that is sent to Assignee when ticket has status set to Reopen.


For the Service Request Email templates, the Special Keywords will retrieve the relevant information from database table related to the Service Request ticket.


We have the following Special Keywords that can be used in the Email content: -

#TicketNumber# - ticket number

#MemberName# - Member Name

#Description# - Description field in ticket

#Conversation# - Conversation Trail with customers (content in Customer Response tab).


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