Use the Exchange Admin Center to set up email forwarding.

1. In the Exchange Admin Center, navigate to Recipients > Mailboxes.
2. In the list of user mailboxes, click or tap the mailbox that you want to set up mail forwarding for, and then click or tap Edit  .
3. On the mailbox properties page, click Mailbox Features.
4. Under Mail Flow, select View details to view or change the setting for forwarding email messages.

On this page, you can set the maximum number of recipients that the user can send a message to. The recipient limit is unlimited by default. If you want to specify a limit, click the Maximum recipients check box and then type the limit in the text box beneath the check box.

5. Check the Enable forwarding check box, and then click or tap Browse.
6. On the Select Recipient page, AzureDesk Support email id which is auto-generated when you sign up at AzureDesk. The forwarding address provided by AzureDesk will be support@[companyname].azuredesk.co. You can check this article to get the email address:

Unlimited Mailbox

How to Attach files in Ticket.

Step1. Create a New Ticket or Open an existing Ticket.

Step2. Add Notes in Notes to Customer or Privates Notes & Click on Attach File.

Step3. Click on Browse Button to select the files for attachment. User can select a Single or Multiple files for attachments. Different Types of files can also be selected for attachments.

Step4. Click on Upload Button. By Clicking on Remove the files shall be removed from attachments.

Step5. The files selected by User will move to uploaded files box. You can click on remove option & remove the uploaded file also.

Step6. Click on Update Ticket Button the ticket will get updated with all the attached files.

Adding New Customer from Create Ticket Page.

A User can add a New Customer while Creating the Ticket & Updating the Ticket.

Navigate to Create Ticket Page and Click on “Add New Customer”.  

Fill the Details & Click Submit you will see the the Customer is added in you customer List & in the Ticket.

Adding New Customer from Update Ticket Page.

Navigate to Display Ticket Page, open an existing Ticket by Clicking on Ticket Id, Click on “Add New Customer”.

Fill in the details & Click on Submit; Customer is Updated.

User can see the Customer updated in Customer List in Admin Panel under Customer.

Adding New User from Create Ticket Page.

An Email Notification will be sent to the User of being added as an Support Agent irrespective of being added as an “Administrator”or “Agent” from “Create” or “Update Ticket” Page.

An Agent can add a New User while Creating the Ticket & Updating the Ticket.

Navigate to Create Ticket Page, on Left Hand Side Click on “Add New User”.

Fill the Details & Click Submit you will see the User is added in your User List & display  in the Ticket.

Adding New User from Update Ticket Page.

Navigate to Display Ticket Page, open an existing Ticket by Clicking on Ticket Number, on Left Hand Side Click on “Add New User”.

Fill in the details & Click on Submit the User will be updated.

User can see the User updated in User List in Admin Panel under Team.

Apps

Apps in Ticket Management.

Azuredesk provides Apps which is a collaboration feature that makes serving your Customer even easier with all the information at your figure tips.

{Note apps are included in update ticket page.}

Agent CC Notification App.

Agent CC Notification helps Agent to Email the Tickets to the Email Id who is not added as User in Azuredesk.

CC Assignee - -> Helps Agent to CC the Tickets to Multiple Users in Azuredesk.

External Email - -> Helps Agent to CC the Ticket to third Party Email Id who is not added as User in Azuredesk.

Message - -> Agent can also send Message along with Ticket & Message is displayed in Comment Logs. 

Send Full Log - -> Send Full Log when checked sends Entire Conversation Logs Comment of the Ticket.

Customer CC Notification App.

Customer CC Notification helps Agent to Email the Tickets to the Email Id who is not added as Customer in Azuredesk.

CC Customer - -> Helps Agent to CC the Tickets to Multiple Customers in Azuredesk.

External Email - -> Helps Agent to CC the Ticket to third Party Email Id who is not added as Customer in Azuredesk.

Message - -> Agent can also send Message along with Ticket & Message is displayed in Comment Logs. 

Send Full Log - -> Send Full Log when checked sends Entire Conversation Logs Comment of the Ticket.

Top 5 Tickets App.

The Top 5 Tickets Displays the Most Recent 5 Tickets which are Created or Updated. 

Top 5 Tickets displays both recently created or updated.

User can also see the Status of the Ticket along with its Description.

User can also open/view the ticket by a click.

Answer Suggestion App.

Answer Suggestion helps the Agent to search Article & Knowledge Base.

Top 4 Questions - -> as the name says it displays Top 4 questions that are searched in the Knowledge Base.

User to search for the answer & can copy paste the answer by using Clipboard to Notes to Customer or Private Comments.

Making Customer Services more effective with prompt solution.

Translate App.

This apps helps in translating in diff languages basically bridging the communication barrier.

The Translate App helps the User to Translate 53 Languages.

The Detected Language of Source Code is done by itself.

Slack App.

Slack Setup is in Admin Page under Integration - -> Agent needs to Authorise Slack by adding company domain in Integrations menu of Admin page.

Slack App helps in conversation with Team Members.

Slack App helps in posting update to Internal Team Members (Group) or Induvial Team Member via Channels. 

Knowledge Base App.

Knowledge Base App help in answering Customer Query when Agent is not available.

Knowledge Base helps in answering your Customers in your absence.

Support Centre {Yes/No} option helps in deciding whether Question needs to be displayed on Support Centre Page.

How Tickets can be created in AzureDesk

Tickets can be created in 3 different ways:-

1. When user send an email to support email channel of azuredesk than ticket is created in azuredesk. For example:- company Help is registered in azuredesk so the support email for that company will be support@help.azuredesk.co  So when ever an email is send to this support id than ticket is created for that email.

Note:- Also the email sender is added as Customer in the Admin panel.

Email is sent to support@help.azuredesk.co 

Ticket is created & displayed on Display Ticket page

Customer is added in the Customers grid in Admin panel  

2. Manually creating ticket using Create Ticket option or Add "+" option

3. Submit Request option available on Support Home Page. So when ever users uses that option to inquire or ask anything that all that information is converted into the ticket & displayed in AzureDesk. Which makes it easier to track & no customer is lost.

Note:- Also the email sender is added as Customer in the Admin panel.

 Ticket is created & displayed on Display Ticket page.

Customer is added in the Customers grid in Admin panel  

You can also add images in Private notes & Notes to customers text box with simple Copy & Paste.

Replies from Customers --> It means customer can reply to the email received from agent and that is displayed in comment logs of the ticket as Replies from Customers. Also Agent receives an email notification for Replies from Customer.

Customer replied to the Agent Email

Replies from Customers displayed in Comment logs.

Private Notes is used to communicate internally within the team.

When you receive email notifications from AzureDesk, than you can reply to those emails to Change assignee,  Add Private Notes, Add Notes to Customers.

Updating tickets via email is a great way to respond to tickets on a mobile device, or any other tab. You can respond to the email notifications and use the @commands to update tickets in AzureDesk.

Email Commands

To update tickets from mailbox following commands are used:

@assign first/full name or email address of  user.

@customernote  It will send notes to customer. (email to the customer)

By default if an internal user replies then comments will be private note.

When you respond with these values in email notification, than ticket will be updated in AzureDesk & also all the changes will be displayed in the comment logs. For example:- Private notes will be displayed in comment logs, Customer Notes will also be displayed in comment log, Assignee change will also display a comment log So all the actions are tracked.

Note:- You cannot send Private comments & Notes to Customers in the same email. You need to have separate emails for all the respective changes to be updated correctly in the ticket.

@customernote command is used:-

Customer Note is added in the comment logs:-

While in the mid of ticket need expert advise or a second opinion you can CC your teammate in Private notes using Email Tags & they will be notified via email.

You can also tag more than 1 team mate & each of them will receive email notification for the tag.

Agent is cc'd & requested to intervene.

Email notification received by cc'd Agent.

Adding & Viewing  Attachments

User can add attachments in the tickets, using Attach Files & view Attachments using Show All Attached Files.

Attach File pop up allows you to Browse, Upload & remove the file. It also allows you to remove the Uploaded files.

Show All Attached Files displays all the attachments in the ticket & you can View & Delete the attachments.

Notes to Customers

Notes to Customers allows user to send message via email to the customers from the ticket management.

Email notification is received by customer.

When Ticket is created through Support email than Customer name is added in Customers grid in Admin Section. 

Also you can assign the ticket to other team members or Groups & Agent is also notified via email when he/she is assigned a ticket.

Status, Priority,  Channel, Tags are other added assets to categorize the ticket at its best.

All the Support emails are converted into the ticket & displayed on Display Ticket page.  Never miss any Support Email & track all your Support email with a unique Ticket ID # which makes it more simpler.

1. When user send an email to support email channel of azuredesk than ticket is created in azuredesk. For example:- company Help is registered in azuredesk so the support email for that company will be support@help.azuredesk.co  So when ever an email is send to this support id than ticket is created for that email.

Email is send to support@help.azuredesk.co 

Ticket is created & displayed on Display Ticket

Customer is added in the Customers grid in Admin panel