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Knowledge Base - Ticket Email Accounts

This feature allows you to set up an email account which automatically generates a new support ticket, or updates an existing support ticket when a user sends an email to the specified address.

During configuration the main details you will need to supply/set are as follows:

  ·         Account Name

  ·         Server address

  ·         Server type (IMAP recommended, POP3 also available)

  ·         Port

  ·         Username/password



You can then customise areas within the Ticket Email Account such as who you allow tickets from (registered user or anyone), how users’ emails are handled after they are imported into the system as a support ticket, what product/department/category the Ticket Email Account has been set up for (if applicable) and if newly opened tickets should be assigned to a specific handler. With these settings and many more available, Email Accounts can be customised to suit your specific needs as a company and provide your users with an easy method of contacting you without having to access your site.

We also provide an Email Trimming feature where you can easily add your own markers to split a message as required. This is useful as when an email is replied to, the original email text is usually included in the message which can sometimes cause the ticket to be cluttered, this feature can help to keep your support tickets neat and easy to read for all users. (Instructions for this are located at the bottom of the main Email Accounts page)

Applies To

Support Portal

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Testimonials

I have been using this component for sometime now and only thought it fair to offer a review.
The component is worth every penny they charge. I use everything except the testimonial section on my site, replacing numerous other components, this has … read more
Jeffk @ 2013-04-13, 16:53
Brilliant solution, nice interface & excellent support. Not far from being the ultimate support portal solution (& very cheap too). Thanks. dps @ 2013-04-13, 16:42
Very happy with this purchase as it does just what we need for it to do. I had some issues that arose when upgrading to the latest version and the support team had the issues resolved for me within an hour. Thank you very much! k6614 @ 2013-04-13, 16:52
Fantastic product. The ticketed support system has helped me manage support requests effectively for my site. We have moved our documentation to the KB system, and the ratings have started to highlight where our documentation requires improvement. … read more
williamsharry @ 2013-04-13, 16:43
Hi, this is one of the best Ticketsystem I've ever seen. The early Joomla3.0 Support is also very nice Luap97 @ 2013-04-13, 16:56