Can I restrict users from creating tickets on certain boards?
Yes, you can configure which users have access to each Forwarder.
Can I make a ticket by just sending an email directly to QuickTix?
No. QuickTix is designed to convert forwarded emails into tickets. However, you can create an activity from a direct email.
Can I setup a forwarder for a board that does not have an email connector?
Yes. A forwarder can be setup for any board.
Can QuickTix be used to create activities?
Yes. An activity can be created from a forwarded or direct email.
To enable this function, login to the QuickTix portal.
- Select Forwarders.
- Toggle the slider to Enable Activities.
- Select Edit on the newly created Forwarder named activity@sendqtx.com.
- Select a Default Company.
- Select an Activity Type to be used for created Activities.
- Select an Activity Status to be used for created Activities.
- Select the users allowed to use this Forwarder.
- Select if you'd like the sender to receive an acknowledge email upon Activity creation.
- Select Submit to save the settings.
An activity now can be created by sending a forwarded or direct email to activity@sendqtx.com.
This forwarder email address cannot be modified.
See our blog article on this feature.
Can we add internal notes?
Yes. Anything entered in the forwarded email will appear in the Internal Notes section of the ticket. You can use this section to supply known information to your dispatcher or technician who will be working the ticket.
Can we download and install QTX on our own equipment?
No. QuickTix is a Hosted SaaS solution.
Can we use this as an email connector?
No. QuickTix only accepts forwarded emails.
Can we send a special message back to the original sender?
QuickTix allows you to select a specific ticket status when it creates a new ticket. You can use a specific status that responds with a special message.
- In ConnectWise PSA, create a new status on the service board you configured in the Forwarded.
- Enable External Contact Notifications.
- Add Email Notifications: Contact for this item.
- Add your message. Here is an example:
Login to QuickTix Portal
- Select the Forwarder.
- Select the newly created status.
- Select Submit to save the settings.
See our blog article on this feature.
We have an On-Premises ConnectWise PSA instance which is not accessible from the Internet. Can we still use QuickTix?
You will need to configure your firewall to allow connections from 72.52.250.79.
Why not just forward to your email connector?
Forwarding an email into your email connector will create a ticket with you as the ticket contact, not the actual customer.
This requires a human to update the ticket to the proper company & contact on the ticket. This should always be completed prior to any time entries.
This is why QuickTix was invented. Device independent, from anywhere – anytime.
Will QuickTix work with Auto Task or Kaseya BMS?
Currently, QuickTix only works with ConnectWise PSA.
Future enhancements may include Datto Autotask and Kaseya BMS. If interested, submit a Feature Request.
I received an NDR that says, “Original sender could not be found.”
When QuickTix is unable to find an original sender, you will receive this NDR. The most common causes for this error are as follows:
- An email address for the original sender is not included in the forwarded message.
- An email was sent directly to QuickTix, instead of being a forwarded email.
I receive an NDR that says, “Sorry the email could not be delivered. The user name@domain.com does not exist or is not authorized to use this forwarder.”
The user who forwarded the email is not authorization to use the Forwarder. To allow the user to use the Forwarder, edit the Forwarder in QuickTix and enable their account.
Automated forwarding rules may not work.
If you configure your email service to automatically forward emails to QuickTix, you may experience issues. If your email rule re-writes the envelope or sends a forward of a forward, delivery will fail.
This is not supported and will not be troubleshooted by our team.