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Enabling Super-Service with VisNetic MailFlow

Concepts and Terminology (Page 2 of 9)

It is useful to start our overview of VisNetic MailFlow with a review of the concepts that form its foundation.

In VisNetic MailFlow, a ticket represents a logical thread of email correspondence. A ticket will contain one or more email messages which follow a common thread of dialog with a customer. For example, a technical support inquiry and any responses to it would be contained within the same ticket, as would further dialog with this customer about this specific issue.

Tickets are contained within ticketboxes, which are conceptually similar to a "queue" and are created to house tickets in logical groupings. For example, a "sales" ticketbox may be the primary container for all of a company's sales-related customer inquiries. Or there might be multiple sales ticketboxes, one for each product being sold.

Tickets reach their intended ticketboxes via routing rules. Routing rules define the business logic which routes tickets (and their messages) into the appropriate ticketboxes. In doing so, routing rules provide an important precursor to the processing of inbound customer inquiries.

An agent is an individual representative of your company, and a user of VisNetic MailFlow. Agents may or may not be part of a larger group of agents.

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