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- Meaning of status. A simple reminder of the color codes that your team can apply to a discussion thread.
- Customer service: statistics. An overview of the global activity of your customer service since the beginning.
Further below is the list of received messages, both old and new.
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- IMAP URL, IMAP port, IMAP user and IMAP password. Essential details to access the e-mail server using the IMAP protocol.
- Delete message. If enabled, messages on the server will be delete as soon as PrestaShop has retrieved them. Use with caution: this would make them unavailable to other e-mail clients.
- /norsh. If enabled, the connection to your e-mail server will not pre-authenticated. Not recommended.
- /ssl. If enabled, the connection to your e-mail server will not be encrypted. Not recommended.
- /validate-cert. If enabled, PrestaShop will force the validation of the server's TLS/SSL certificate.
- /novalidate-cert. If enabled, PrestaShop will never try to validate the server's TLS/SSL certificate. Essential for servers with self-signed certificates.
- /tls. If enabled, PrestaShop will force use of start-TLS to encrypt the connection. Servers that do not support start-TLS will be rejected.
- /notls. If enabled, PrestaShop will not use start-TLS to encrypt the session, even with servers that support it
Contacts
To facilitate communication with your clients, you can create multiple contact accounts. For example: customer service, technical support, sales department, etc. This feature allows your customers to directly contact the right person according to their needs.
To contact the appropriate team of employees from your shop's front-office, the customer clicks either on the "Contact" link at the top of the page, or on the "Contact Us" link at the bottom of the page. The contact form appears.
The customer is then asked to choose the service to contact, enter the e-mail address and then complete the message. A drop-down menu makes it possible to choose which order is being discussed, and even which product from that order.
In order for the message to be redirected to the intended recipient, you must configure the contacts in your shop.
By clicking on the "Contacts" page under the "Customers" tab, you can access the existing list of contacts.
You can edit a couple options at the bottom of the page, which apply to all contacts:
- Allow file upload. Whether the customer can attach a file to the message. This can be useful in case of bugs on the front-page, as the customer can send you screen captures.
- Pre-defined message. The default template for your employees' answer. Keep it simple, so that it can adapt to many situations, even if it needs a little editing for each case.
Click the "Add new" button to access the contact creation form:
- Title. The name of the contact: either a person's name, or the name of the service itself. You could also choose to use a phrase, such as "I have a problem with my order", "I want to return a product" or "I want to become a partner".
- E-mail address. The address can be the same as another contact. In fact, all contacts can share the same address if you don't really have a team – customers will never know, but having many contacts helps them trust your shop, as it means there are many people working for your shop.
- Save messages?. Indicate if the e-mail is to be saved in the "Customer Service" tool, or simply sent to the e-mail address. If disabled, PrestaShop will not help you handle customer service for this contact. This might be useful for "Partner e-mail", as you might not want your customer service employees to have access to these.
- Description. Make it short, no more than a single line, as it is displayed to the customer in the contact form.
Genders
Previous versions of PrestaShop had hardcoded customer genders: a customer could only choose between "Mr", "Ms" and "Miss".