What is the eSagu HelpDesk?

eSagu HelpDesk is an issue tracking system that is responsible for smarter, automated and time saving response to email inquiries from customers, mostly coming from Amazon and eBay customers.

eSagu’s issue tracking system manages all incoming customers inquiries and automatically assigns them to HelpDesk agents (in most cases, employees of the main HelpDesk user).

Say goodbye to time-consuming routine tasks!

eSagu HelpDesk is a major part of customer service, since it integrates everything your support team needs, such as translations, payment processing, tracking orders etc.

The software gives the support staff a precise overview of the previous customer history, for example issues that have already been resolved for the same customer or information provided by the customer on the current issue.

Setting up the HelpDesk

If you are already an eSagu user with an account, please follow the next steps:

1. Go to My Account at the bottom left
2. At the top left select Add an account
3. Choose HelpDesk

eSagu Account Manager needs to activate the service from his/her CRM tool.

If you are new to eSagu and the HelpDesk, then please follow the steps below:

1. Go to esagu.de.

2. Click sign up and fill in your email and password.

3. Ask for the Activation code via email: support@esagu.de or feel free to give us a call at +441138680113.

4. Enter your 5-digit activation code, select the service ’’HelpDesk’’, and your eSagu Account Manager will activate the service for you.

Settings

Account settings

The first and most important step in getting HelpDesk up and running is to set up email transfer. To enable the receiving and sending of e-mails in our HelpDesk support software, you have two options: using IMAP and SMTP or setting up an eSagu alias Email.

You can assign one of the two email transfer methods to an account group. In the case of IMAP and SMTP, these must be set up in a previous step in order to be assigned to an account group. eSagu alias Emails, on the other hand, can be assigned directly to an account group. Here you can find more information about setting up an account group: Setting up account groups

IMAP and SMTP

IMAP (Internet Message Access Protocol) allows you to access your e-mail messages wherever you are. All you need is a good internet connection.

E-mail messages are usually stored on servers. When you open your inbox, your email client contacts the email server to transfer your messages. The e-mails are not downloaded or stored on the computer, the messages are received by the IMAP server and sent by the SMTP server. This allows you to manage your e-mails from different devices.

Using IMAP and SMTP offers you several advantages. You have direct access to your Email servers and can transfer e-mails. You have full control over e-mail communication and can manage it efficiently.

To use IMAP and SMTP, first set up an IMAP and SMTP account. To do this, go to the settings of the Helpdesk software and look for the tab 'E-Mail IMAP' or 'E-Mail SMTP' under the category 'Account Settings'. Enter the appropriate IMAP and SMTP settings there so that our helpdesk software has access to your IMAP and SMTP servers. After saving the settings, our software verifies the set-up IMAP and SMTP servers so that nothing can go wrong later.

You can now create an account group and assign the IMAP and SMTP accounts you have set up to it. How to set up an account group can be found here Setting up account groups.

Please also refer to our set-up guide for E-Mail Provider Settings for popular email providers such as Google (Gmail), Microsoft (Outlook), etc.

Once the IMAP and SMTP accounts are verified, you can now set up the connections for additional accounts:

• Amazon Store. Also possible for various Amazon Marketplaces. (under the tab 'Amazon SP-API')
• Ebay shop (under the tab 'eBay auth token')
• External system. If you use Plenty or Linnworks, add them here. If you use another external ERP system, you can connect it as a CSV export via our time control function. (under the tab 'plentymarkets' or 'Linnworks')
• Facebook page (under the tab 'Facebook')

eSagu alias Email

As an alternative to the IMAP and SMTP method, you can also set up a eSagu alias Email managed by us in your account group. With this method, the user only needs to create an account group, assign the type 'eSagu alias Email' to its Email server and select a user name for the alias e-mail. The domain part (right part of the @ sign) of the eSagu alias Email is provided and managed by us. Once an account group has been set up with eSagu alias Email, you can receive and respond to support requests under this eSagu alias Email.

Once an account group has been set up with eSagu alias Email, you will only be able to receive and send emails using this alias as long as the corresponding account group is active. If the account group is deactivated, it will no longer be possible to receive emails for or send emails from the eSagu alias Email. Therefore, ensure that the desired account group remains active to maintain the functionality of the eSagu alias Email.

To ensure access to emails even though the account group or eSagu alias Email is deactivated, it is possible to set up a forwarding before creating the corresponding account group or eSagu alias Email. This will ensure that incoming emails are forwarded to the defined eSagu alias Email, even if the account group or alias is deactivated at a later date. Please note that forwarding only works for incoming emails and not for outgoing emails via the eSagu alias Email.

Setting up account groups

Setting up an account group is essential for the functionality of the HelpDesk software. An account group is a group of accounts that belong together. For example, your email address belonging to your Amazon shop or/and your eBay shop. If each marketplace has a different email account, you can create two or more account groups.

For transferring messages you are free to include your IMAP and SMTP servers in the HelpDesk software or alternatively use an eSagu alias Email. For example, you could initially use an eSagu alias Email for a simple setup and later set up another account group with IMAP and SMTP accounts. Both methods can be used in parallel or separately. You have the flexibility to disable one of the account groups if desired.

To set up an account group, go to the settings of the Helpdesk software and switch to the tab 'Account Groups' under the category 'Account Settings'.

Now you can create a new account group and assign different accounts to the account group that you have previously set up in the corresponding tabs. To send and receive e-mail, it is necessary to assign Email servers to the account group. Here you can assign previously set up IMAP and SMTP accounts by selecting 'IMAP/SMTP server' as the Email server. Alternatively, you can set up an eSagu alias Email by selecting 'eSagu alias Email' as the type and choosing an email user name under 'Email Alias'.

Add agents

Each agent’s email address is the one he/she is using to log in into the HelpDesk.

In order to add your agent email address:

• Go to My Account
• Click the tab ‘’Users’’ under the category 'Global Settings'
• Add the user and give permission for the listed roles.

Enable or disable notifications that an agent can receive, such as all incoming emails, new issues created or only the ones assigned to an agent and notifications about the activities of the system or the agents.

Add a new user.

Create an Agent with the same email address.

Create Templates

One of the advantages of eSagu HelpDesk is that the users can create their own ready to use answers for different issues, such as returns, refunds, payments etc.

These templates can be assigned manually on an individual issue or automatically.

On top of that, you can add placeholders in the templates in order to customize the answer to the recipient or use template variables to prefill templates with known data.

In our appendix you can find sample templates to use.

Placeholders

Placeholders allow you to create templates with replacement fields which can be filled before sending a message.

The example below shows a basic placeholder. A keyword surrounded by two square brackets e.g. [[NameOfPlaceholder]]. Instead of fiddling with the text you can fill the text fields and click on the check button to replace the placeholder with your input.

Placeholder for convenient text replacement.

Placeholder may contain default values. Those placeholders will be prefilled. For using default values separate the placeholder name with the = character from the default value. E.g. [[NameOfPlaceholder=DefaultValueOfPlaceholder]] ([[Sender=me@mydomain.com]]).

Placeholders may contain multiples options to choose from. Instead of passing a single default value you can provide multiple defaults by separating them with the pipe | character, e.g. [[NameOfPlaceholder=Option A|Option B| Option C]].

Template variables

Template variables are prefilled by the HelpDesk when selecting a template with data associated to the issue. Template variables are surrounded by two curly brackets e.g. {{ variable }}. The most common template variables are {{ agent.forename }} and {{ agent.surname }} which prefills the templates variables with the processing agent's fore- and surname.

Hello,

thanks for your response!

Best Regards,

{{ agent.forename }} {{ agent.surname }}

So a template looking like this one above would be converted to this text below.

Hello,

thanks for your response!

Best Regards,

John Doe

However, template variables can also be prefilled with data from your HelpDesk address book. So instead of writing a greeting each time, you could use the following formula to prefill the recipient's name if it exists in the address book.

Here is a list of available template variables associated to the address book.

• {{ addressBook.salutation }}
• {{ addressBook.forename }}
• {{ addressBook.surname }}
• {{ addressBook.addressLineOne }}
• {{ addressBook.addressLineTwo }}
• {{ addressBook.addressLineThree }}
• {{ addressBook.postcode }}
• {{ addressBook.city }}
• {{ addressBook.country }}
• {{ addressBook.phoneNumber }}

Message template with variables filled by the address book.

So this template below would be converted to the text above if a recipient was selected before a template was selected.

Hello{% if addressBook is not empty %} {{ addressBook.forename }}{% endif %},

thanks for your response!

Best Regards
{{ agent.forename }} {{ agent.surname }}

Template variables and placeholders can be combined, too.

Hello [[Recipient{% if addressBook is not empty %}={{ addressBook.forename }}{% endif %}]],

thanks for your response!

Best Regards
{{ agent.forename }} {{ agent.surname }}

So when choosing a template the placeholder‘s default gets prefilled with the address book entry.

Combined template placeholders and variables.

Workflows

The workflows are the core of the HelpDesk.

Each action that happens automatically such as receiving a new issue, assigning an order ID, detecting the language and the mood, assigning an agent, translating the message (if needed and ordered), commissioning an autoreply etc., is set up in the workflows.

They are initially not editable and represent the basic and general flow of all the issues.

If a HelpDesk user want to adjust or edit a workflow to better suit their needs, they can request for that workflow to become editable. An Account Manager will then check the request and unlock that workflow from the CRM tool.

In order to set up your workflows efficiently, make sure that you understand the difference between filters connectors: OR and AND.

OR means that one of the conditions contained in the filters value must match in order for the action to be fulfilled.

Whereas AND means that all the conditions in the filters value must match in order the action to be successful.

On the other side, the comparator CONTAINS means that the filed contains part of the value for the action to be fulfilled. for example:

The subject needs to have the word 'amazon' in it in order for this filter to match:

Subject: new amazon payment => MATCH

Subject: i did not receive my amazon package => MATCH

Subject: i did not receive my package => NO MATCH

The comparator EQUAL means the value fully matches the field. For example:

The subject must exactly match/be the value:

Subject: new amazon payment => NO MATCH

Subject: i did not receive my package => NO MATCH

Subject: amazon => MATCH. the only subject that will ever match.

Most common additional workflows:

How to assign agents to a new incoming emails?

1. Edit workflow named New Incoming email

2. Click Add Action and select from the drop-down Assign Agent.

3. Choose the Agent’s name. Till here, the agent you choose will be assigned on each new incoming email. If you want to assign agents for different issues then,

4. Go above and click Add filter

5. Select one of the drop-down options in Field, Comparator and/or insert the Value associated with the options you chose in the filter.

6. Add action Persist message.

7. Click Save.

Assigning to agent (action) Max Mustermann when (filter) subject contains payment received

How to tag issues?

1. Edit workflow named New incoming email

2. Click Add Action and select from the drop-down Add tag

3. Select a tag from the ones you created beforehand. So far, this tag will apply on each new incoming email. If you want to add different tags for different issues, or to specify which email gets tagged then,

4. Go above and click Add filter

5. Select one of the drop-down options in Field, Comparator and/or insert the Value associated with options you chose in the filter.

6. Add action Persist message.

7. Click Save.

Add tag(action) Returns when(filter) subject contains 'return of order'

How to set automatic response?

1. Edit workflow named New issue created

2. Click Add Action and select from the drop-down Autoreply.

3. Choose the Template you wish to use for your autoreply.

4. Optional, select the Agent that will be assigned on the issues. Until here, the selected autoreply action will apply on all the new issues that are created.

5. If you want to send autoreply on individual issues, click above on Add filter and select from the options given.

6. Click Save.

Setup a workflow to autoreply on messages containing the subject 'return'

Setting up automatic responses

Example: Out of business hours or holidays.

1. Edit workflow named New issue created

2. Click Add Action and select from the drop-down Autoreply.

3. Choose the Template you want to use for your absence reply.

4. Select the Agent that will be assigned to the issues.

5. Go above and click Add filter.

6. Select Business hours with the Comparator Outside (for auto response outside your business hours), or select Days off with the Comparator Within (for auto response for emails coming in the days when you have your holidays)

7. Click Save.

Setting up a workflow to automatically respond outside business hours

Setting up a workflow to automatically respond on not working days, for example holidays

How to set delayed automatic response for Amazon and eBay messages?

Example: Delayed response for outside of business hours.

Important: For this type of workflow you will have to edit 3 workflows:

First workflow is:

1. Edit workflow named New incoming email

2. Click Add Action and select from the drop-down Autoreply.

3. Choose the Template you want to use for your absence reply.

4. Select the Agent that will be assigned to the issues.

5. Go above and click Add filter.

6. Select Business hours with the Comparator Outside (for auto response outside your business hours)

7. Click Add Filter and select the field to be Sender, comparator Contains and the value maketplace.amazon (for any amazon messages).

8. Add another Filter and select field to be Sender, comparator Contains and the value members.ebay (for any ebay messages).

9. Add action Persist message.

10. Click Save.

Example of workflow for auto response for amazon and ebay messages outside of working hours.

Second workflow consists of two action:

Trigger event 1

1. Edit workflow named New outgoing autoreply

2. Click Add Action and select from the drop-down Trigger event.

3. Choose the trigger New scheduled message.

4. Go above and click Add filter.

5. Click Add Filter and select the field to be Recipient, comparator Contains and the value maketplace.amazon (for any amazon messages).

6. Add another Filter and select field to be Sender, comparator Contains and the value members.ebay (for any ebay messages).

7. Connect Filters with OR.

8. Click Save.

Example of trigger event 1

Trigger event 2

1. Edit workflow named New outgoing autoreply

2. Click Add Action and select from the drop-down Trigger event.

3. Choose the trigger New scheduled message.

4. Go above and click Add filter.

5. Click Add Filter and select the field to be Recipient, comparator Contains NOT and the value maketplace.amazon (for any amazon messages).

6. Add another Filter and select field to be Sender, comparator Contains NOT and the value members.ebay (for any ebay messages).

7. Connect Filters with OR.

8. Click Save.

Trigger event 2

Last but not least, the third workflow:

1. Edit workflow named New scheduled message

2. Click Add Action and select from the drop-down Schedule message.

3. Choose from the delay drop down the delayed time for your response.

4. Click Save.

Example of delayed message response workflow

How do I set up translations for incoming messages?

Please note: To be able to use the translation function, you must have booked the additional option Translate.

To set up translations for incoming messages, the New incoming email workflow must be edited by adding the Language detection and Translate actions and applying the appropriate filters.

Setting up the Language detection action

If the Language detection action has already been set up for the New incoming email workflow, you can skip this step.

1. Edit the New incoming email workflow.

2. Add the Language detection action.

3. Position the new action directly under the Create new issue action. To do this, use the buttons with the arrows (↑/↓).

4. Click on Save.

Setting up the Translate action

1. Edit the workflow New incoming email.

2. Add the Translate action.

3. Select the language into which the incoming message should be translated

4. Position the new action directly under the Language detection action. To do this, use the buttons with the arrows (↑/↓).

5. Use Filter to restrict the languages to be translated from.

   • Click on Add Filter.

   • Please select Message language as Field.

   • As Comparator please select Equal.

   • As Value please select the language from which you want to translate.

6. click on Save.

To translate different languages into the same target language, you can set up a filter for each language and combine them with the filter setting 'or (One of the following conditions must match)'. For translations into different languages, you must set up an action for each target language (including filter guidelines) per target language.

Language detected workflow. Example for translating message from Spanish to English

How do I set up the translations for outgoing messages?

Please note: To be able to use the translation function, you must have booked the additional option Translate.

To set up translations for outgoing messages, the New outgoing email workflow must be edited by adding the Language detection and Translate actions and applying the appropriate filters.

Setting up the Language detection action

If the Language detection action has already been set up for the New outgoing email workflow, you can skip this step.

1. Edit the New outgoing email workflow.

2. Add the Language detection action.

3. Position the new action directly above the Send message as email action. To do this, use the buttons with the arrows (↑/↓).

4. Click on Save.

Setting up the Translate action

1. Edit the workflow New outgoing email.

2. Add the Translate action.

3. Select the language into which the outgoing message should be translated

4. Position the new action directly under the Language detection action. To do this, use the buttons with the arrows (↑/↓).

5. Use Filter to restrict the languages to be translated from.

   • Click on Add Filter.

   • Please select Message language as Field.

   • As Comparator please select Equal.

   • As Value please select the language from which you want to translate.

6. Click on Save.

For translations into different languages, you must set up an action for each target language (including filter guidelines) per target language.

Translate a message from Spanish to Spanish

Translate a message from Spanish to Spanish and then to Italian

How to set up the state of the issue automatically?

1. Edit the workflow New issue created.

2. Go above and click Add Action.

3. Select Set issue status and choose the status you wish to have. So far, the state you chose will apply to all new created issues. If you want to set up the state on individual groups of issues then,

4. Go above and click Add filter.

5. Select the Field, Comparator and fill in the Value that the message needs to contain.

6. Click Save.

Set issue state(action) to 'in progress' where the subject contains the keyword 'return'

For different state issues, you need to set up individual actions.

Set different issue states on different conditions

Tags

HelpDesk users can customize tags for different issues so that later those can be filtered out efficiently, dealt with or even better, assigned to particular agents.

Create the tags by giving them a descriptive name, such as „Payments“, „Refund“, „Feedback“ and a different color for better clarity.

Business hours

In order to set up the automatic response for issues coming in outside your business hours, you will first need to select your time zone. In the „Global Settings“ tab select the subtab „Business hours“.

Your next step would be to add your daily/weekly business hours in the tab „Weekly business hours“.

Example of working hours

Besides that, you have the possibility to send automatic response inside your working hours.

For days off and holidays, click on the tab „Holidays and vacations“ and Add day off by selecting the date, and whether that date is the same -valid- for every year (Christmas) or changes from a year to the next -valid only once- (Eastern/vacation).

Custom fields

Each HelpDesk user can create custom fields which are used in order to store specific information on issues.

You can add custom fields for:

Text

Custom field for text

Integer (numbers without fractions)

Custom field for Integer (numbers without fractions)

Float (decimal numbers)

Custom field for Float (decimal numbers)

Date

Custom field for Dates

Single Select

Custom field for Single Select

Multi Select

Custom field for Multi Select

Boolean (check box)

Custom field for Boolean (check box)

Countdown (Date)

Custom field for Countdown (Date)

Issues

The issues page is where the HelpDesk user manages all the incoming and outgoing issues.

At the top center of the page there is a search box, and you can search for issues based on the title, order ID, keyword from the text of the message.

Customize your search, enter a keyword

In the top center, there are few filtering, sorting and display options, which will be described in detail in the next section.

Create a new issue

The HelpDesk user can select the Account Group, type of the message, if it is an email or a Whisper (referring to another internal agent), then fill in the subject of the message, recipient which can also be found in own Address Book(link), select the template, or write your own text and add an attachment if needed.

Create new issue button(left)

Filter

To filter issues by various fields click on the filter icon.

Filter issues by pressing the highlighted icon

Here you can also filter for the State of the issues:

• New
• In progress
• Done
• Archived

Sort

In the HelpDesk, all issues can be sorted based on various fields.

Sort issues by pressing the highlighted icon

Save search

With the Save Search you can save your most used searches in the browser, so that you can use them on different devices. HelpDesk users can save them by clicking on the „Save search“ button and giving a descriptive name for the search term. Saved search terms are displayed as a search sub-menu.

Submenu for saved searches

Display options

HelpDesk user can adjust details he/she would like to be displayed on each issue: State, date, recipient, agent, language, translation etc. All that needs to be done is to tick each of the listed desired options.

Customize what you see. Display and filtering options

Remove all the filters

Reset filters by pressing the highlighted icon

Issues-overview

In the issues-overview, each issue is represented by a list entry. This entry shows the state, the title of the issue and the display options you opted for in your display configuration.

There are two ways for opening an issue.

To view a issue, click on the title of a issue. A page overview of the issue will then open, where the list of cases remains visible on the left-hand side.

Once the issue is opened, the whole history of messages from a particular customer is displayed in the middle as a timeline. The timeline with the date and time of the message is displayed on the left-hand side. On the right side there is a menu with several information and setting options:

• the state,

• the tags,

• the related cases; Cases that have the same sender, the same order ID or the same ASIN/eBay item ID.

• the assigned agent(s),

• the language,

• the custom fields,

• the matching addresses from the address book,

• details about the eBay or Amazon item,

• further links,

can be viewed and customized from this menu.

There is also the option of using the button,

• Assign custom fields,

• add a description,

• assign an order ID,

• move messages and cases.

Move messages and issues

Move messages and issues menu

1. Select a single message.
2. Or select all the messages.
3. Move the selected messages to a new issue.
4. Or move the selected messages to an existing issue.

Various options for selecting messages

Select destination issue.

Select destination issue

Confirm your choices

Confirm your choices

Add and edit case descriptions

To add case descriptions, click on the Add description button. This allows you to add important details or relevant information directly to the case.

Existing descriptions can be edited at any time. To do this, click on the Burger menu (three vertical lines) next to the respective description and select Edit.

The description is always displayed at the top of the case view so that the most important information is immediately visible.

You can use Markdown to format your descriptions. This allows you to structure text, e.g. by using bold type, bulleted lists or links to improve readability.

Add and manage To-Do lists

To create a new To-Do list, click on the To-Do list button. Within the list, you can add, edit, delete or mark tasks as completed.

The To-Dos are displayed in the case view directly below the description so that they remain easily accessible and clear.

In addition, the workflow can be set so that an action is triggered as soon as all To-Dos have been completed. Example: After all tasks have been ticked off, the case status is automatically set to Done. This ensures that completed cases do not have to be updated manually.

The To-Do list thus provides centralised support for efficient processing and a clear overview in case management.

Emoji reactions to messages

To apply emoji reactions to messages, click on the burger menu (three vertical lines) next to the desired message and select an emoji.

The selected reactions will be displayed below the message, along with the number of employees who have also opted for this reaction.

By clicking on an existing reaction, you can add or withdraw your vote. This makes it easy to see how many people agree or react to a message.

Emoji reactions offer a quick and informal way to give feedback or communicate the mood in the team.

AI integration for case descriptions and messages

The AI integration offers support when writing and summarising texts. You can use the AI in two scenarios:

1. Summarise case description To apply the AI to a case description, click on the Down arrow when editing a case and select AI Text Assistant. This allows you to create a TL;DR summary of the current case, for example.

2 Compose message with AI If you would like to reply to a message using AI, click on the Burger menu of the corresponding message and select Compose text with AI.

In both cases, you can enter your prompt while the rest of the messages in the case are automatically passed to the AI to generate contextualised responses.

If you want to use the AI-generated response in a template, you can select a template beforehand. To do this, use the variable {{ aiResponse }} to insert the AI response at the desired position in the template.

Bulk edit

The Bulk Edit option is a quick way of filtering quantity of issues, editing them at the same time or customizing the ones without an agent assigned.

Click on the Bulk edit option below the Issues and select the action you would like to take.

Click on the highlighted submenu to start a Bulk Edit

CSV files

eSagu HelpDesk allows you to import tracking data for your orders through CSV files. File delimiter needs to be a semicolon, and the format should be as shown in the following picture:

Tracking data CSV sample

All the columns shown in the sample are necessary. The column titles are keywords and not subject for alteration.

Address Book

The Address Book is the place where you can store email addresses and other contact information of people you frequently email.

Once you send an email or receive one from someone that you already have stored in the Address Book, the HelpDesk will show you it’s details on the issue page such as name, last name and address.

This will help you when creating a new issue to choose the recipient from here, instead of typing it, or copying it from somewhere else.

You can add your contacts by either manually adding them, or by importing a vCard file with existing contacts. For vCards imports to work properly with the HelpDesk, address book-entries need to include first and surname plus the email address.

Appendix

Glossary

Agent A person, usually an employee, who works with the HelpDesk to provide customer support.

IMAP stands for “Internet Message Access Protocol”.

Issue is the "synonym" for all the emails, inquiries, requests that are coming through the email account groups connected with the HelpDesk.

SMTP stands for “Simple Mail Transfer Protocol”.

Vcard or VCF (Virtual Contact File), is a standard file format for electronic business cards.

Workflow is the core of the HelpDesk and stands for all the processes that happen from receiving the issue, detecting the language, assigning an agent, assigning an order ID, tracking number etc., to sending a message as an email.

E-Mail Provider Settings

Gmail

Enter the following information in the IMAP account settings:

• Server: imap.gmail.com
• Encryption/authentication: SSL
• Port: 993
• Username: Your Gmail email address
• Password: Your account password

Check that IMAP needs to be turned on:

• On your computer, open Gmail.
• In the top right, click Settings and then See all settings.
• Click on the Forwarding and POP/IMAP tab.
• In the 'IMAP access' section, select Enable IMAP.
• Click Save changes.

Enter the following information in the SMTP account settings:

• Server: smtp.gmail.com
• Encryption/Authentication: SSL
• Port: 465

Or:

• Server: smtp.gmail.com
• Encryption/Authentication: StartTLS
• Port: 587

Google blocks by default third-party mail clients.

You can enable third-party mail clients from your gmail account by following the steps:

1. My Account
2. Sign-in & security
3. Connected apps & sites
4. Allow less secure apps

Important: If you can’t sign in, first make sure that you’re using the right password.

Otherwise, if you use 2-Step-Verification you should generate an App Password:

• Go to your Google Account.

• Select Security.

• Under "Signing in to Google," select App Passwords. You may need to sign in. If you don’t have this option, it might be because:

• 2-Step Verification is not set up for your account.

• 2-Step Verification is only set up for security keys.

• Your account is through work, school, or other organization.

• You turned on Advanced Protection.

• At the bottom, choose Select app , type the name eSagu and then Generate.

• Follow the instructions to enter the App Password. The App Password is the 16-character code in the yellow bar on your device.

• Copy the password and paste in the IMAP and SMTP settings in your eSagu account.

• Click Done.

Outlook

Enter the following information in the IMAP account settings:

• Server: outlook.office365.com
• Encryption/authentication: TLS
• Port: 993
• Username: Your Outlook email address
• Password: Your account password

Enter the following information in the SMTP account settings:

• Server: smtp.office365.com
• Encryption/Authentication: STARTTLS
• Port: 587

Hotmail

Enter the following information in the IMAP account settings:

• Server: imap-mail.outlook.com
• Encryption/authentication: SSL
• Port: 993
• Username: Your Hotmail email address
• Password: Your account password

Enter the following information in the SMTP account settings:

• Server: smtp-mail.outlook.com
• Encryption/Authentication: SSL
• Port: 587

Yahoo

Enter the following information in the IMAP account settings:

• Server: imap.mail.yahoo.com
• Encryption/authentication: SSL
• Port: 993
• Username: Your Yahoo email address
• Password: Your account password

Enter the following information in the SMTP account settings:

• Server: smtp.mail.yahoo.com
• Encryption/Authentication: SSL
• Port: 587 or 465

Generate and manage third- party app passwords

Some older yahoo accounts require you to enter a single password for login credentials. In order to access your Yahoo Mail account on eSagu's HelpDesk, you’ll need to generate and use an app password. It is a long, randomly generated code that gives eSagu permission to access your Yahoo account. You will only need to provide this code once to sign in to your third-party email app (in this case for eSagu HelpDesk):

1. Sign in and go to your Account security page on Yahoo.

2. Click Generate app password or Manage app passwords.

3. Select eSagu from the drop-down menu and click Generate.

4. Follow the instructions below the password.

5. Click Done.

6. Go back to eSagu and use this password, and your yahoo email address in the IMAP and SMTP setting.

Fasthosts

Enter the following information in the IMAP account settings:

• Server: mail.livemail.co.uk
• Encryption/authentication: SSL/TLS
• Port: 993
• Username: Your email address
• Password: Your account password

Enter the following information in the SMTP account settings:

• Server: smtp.livemail.co.uk
• Encryption/Authentication: SSL/TLS
• Port: 465

Templates

Return for refund

Thanks for your email

You are welcome to return if unsuitable, please return the product unused, in original packaging and upon receipt of this we will issue you a full refund (return postage not included). Please also remember to include a copy of your invoice or a note with your user ID or order number. Our return address is displayed below.

Best Regards,

[[sender={{ agent.forename }} {{ agent.surname }}]]

Lost

Sincere apologies, we have been tracing this with Royal Mail and was impossible. It must have been lost in post. As a reputable seller we have issued you a refund.

Sorry for the inconveniences.

Best Regards,

[[sender={{ agent.forename }} {{ agent.surname }}]]

Change address late

Sincere apologies, whilst we do our best to accommodate such changes on this occasion it was too late, this item has already been dispatched and the item was sent to the original address noted on your order.

Best Regards,

[[sender={{ agent.forename }} {{ agent.surname }}]]

Subject

Template variables can be used in the subject, too. The most common use case might be having a default Subject but choosing RE: XXX if this is a response to an existing issue.

{% if issueTitle %}Re: {{ issueTitle }}{% else %}{# Add new issue title here #}{% endif %}

Available variables

General

agent

addressBook

customField

You can use any custom field in a template, just use the name of the custom field as follows: {{ customField['Name of custom field'] }}.

trackingNumber

trackingNumber contains / is a list of tracking numberS, so please loop over the numbers.

{% for trackingNumber in tracking %}
{{ trackingNumber.carrier }}
{{ trackingNumber.trackingCode }}
{{ trackingNumber.state.state }}
{% for history in trackingNumber.state.history %}
{{ history.timeStamp }}
{{ history.message }}
{% endfor %}
{% endfor %}

ebayItem

amznOrder

Hence an order can contain multiple itmes, loop over each item.

{% for item in amznOrder.items %}
{{ item.asin }}
{{ item.title }}
{% endfor %}

ebayEMailReferenceId

The {{ ebayEMailReferenceId }} gets automatically appended on each mail, if needed.

amazonOrderData

In order to retrieve the items of an order, loop over them:

{% for item in amazonOrderData.items %}
{{ item.asin }}
{{ item.sellerSKU }}
{{ item.orderItemId }}
{{ item.quantityOrdered }}
{{ item.quantityShipped }}
{{ item.itemPrice }}
{{ item.shippingPrice }}
{{ item.conditionId }}
{{ item.conditionSubtypeId }}
{% endfor %}

ebayOrderData

This is a list, too. Please loop over the items.

{% for item in ebayOrderData.items %}
{{ item.itemID }}
{{ item.title }}
{{ item.site }}
{{ item.conditionId }}
{{ item.quantityPurchased }}
{{ item.transactionPrice }}
{% endfor %}

ebayCase