📗How to use QuickTix

Step 1 – Set up Users

During the activation of QuickTix, an option of “Manual Entry or Import users from ConnectWise” was chosen.  You can add users at any time by navigating to Users and selecting +Add New User or +Import from ConnectWise. Unauthorized users will receive a bounce back message advising them that they are not authorized to use the system.

When adding a new user, do not enter the full email address in the Email Username field.  Only enter the user portion.  Example:  For monica@hauns.com, only enter monica.

If you have more than one domain name configured in QuickTix, you can choose which domain names the user is associated with.

Step 2 – Configure Forwarders

Enable Activities

1. Select Forwarders.
2. Toggle the slider to Enable Activities.
3. Select Edit on the newly created Forwarder named activity@sendqtx.com.
   1. Select a Default Company.
   2. Select an Activity Type to be used for created Activities.
   3. Select an Activity Status to be used for created Activities.
   4. Select the users allowed to use this Forwarder.
4. Select if you'd like the sender to receive an acknowledge email upon Activity creation.
5. 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.

Enable Service Board(s)

1. Select Forwarders.
2. Select +Add New Forwarder.

1. Enter a name for the Forwarder.  This will become the first part of the Forwarders email address.  Example: Entering help as the name will make the email address help@sendqtx.com.
2. Enter a Default Company to be used when the original sending cannot be matched to a company in your ConnectWise PSA.
3. Select which board the ticket should be created on.
4. Select the Status for the ticket that is created.
5. Select the Type, Subtype, and Item for the ticket that is created.
6. Select the Priority for the ticket that is created.
   1. NOTE: To use the defaults configured in ConnectWise PSA, leave the Type, Subtype, Item, and Priority blank.
7. Select which users are allowed to use this forwarder
8. Select if you'd like the sender to receive an acknowledge email upon Activity creation.
9. Select Submit to save the settings.

Step 3 – Instruct your staff: The concept of QuickTix is simple

Service Board Use

Forward an email to YourForwarder@sendqtx.com and a ticket will be created as if the original sender sent it directly to the proper email address.

We recommend that you name your Forwarders the same as any existing email connectors.  If the destination board doesn't have an email address, use a name that you would have used for an email connector. For Example, if your service board's email connector address is help@yourdomain.com, then use help@sendqtx.com.  (As per the instructions in Step 2, above.)

Now, when your client, Beth emails you directly about her printer not working, you would just forward the email to help@sendqtx.com and your task is complete.

If you have an accounting board and configured QuickTix with an accounting Forwarder, you can forward invoice questions to accounting@sendqtx.com and it will create a ticket on the accounting board, as if the client emailed it directly.

Activity Creation

Forward an email to activity@sendqtx.com to create an activity in ConnectWise PSA.  Activities are automatically assigned to the member who forwards the email and will be scheduled for the date / time the activity is created.

This can be changed in CW after the activity is created.  Just like tickets, the original content will be added to the notes section of the activity following a date/time stamp.  Any notes from the forwarded email will also be added to the notes section of the activity with its own date/time stamp.