Folders allow you to organise your inbox
and increase the efficiency and quality of your customer responses.
Folder Groups are used to categorize incoming messages that relate to a particular business area, so that your agents can identify and resolve issues quickly and accurately.
Create a Folder Group
The concept of folder groups and folders is similar to categories and subcategories.
Select the messages tab from the top
navigation bar in ReplyManger.
Select the Folders tab from the left side menu.
You will see a list of default folders.
To create your own folder group click the
dropdown on the New Folder button and
select 'New Folder Group'.
Enter the name of the folder group
and save your changes.
Things to Note:
A folder group will only appear if there is a folder within this group.
Create a Folder
Select the ‘Messages’ tab from the
navigation bar at the top of the screen.
From the left hand side menu select
Folders. In the Folders screen you will
see a list of default Folders.
Click ‘New Folder’.
Enter the name of the Folder,
the group you wold like to
categorise it under, the colour
and you can choose an icon as well.
Click ‘Save Changes’.
Viewing tickets in a folder
Go to the ‘Messages’ homepage,
navigate to the left hand side menu.
You may need to open the collapsable
menu of folder to see your list of folders.
Click the name of the folder which you would like to view tickets.
Add Folder to a Ticket
Go inside the ticket you would like to
attach the folder too.
On the right sidebar, you will see
“+ Assign folders”.
Click here to view your folders to assign.
Click the “x” beside the folder to remove if needs be.
Need to know more? Contact our team on firstname.lastname@example.org