CST Setup Quick Guide

Updated on 26-October-2016 at 9:14 AM

Business Catalyst End of life announcement - find out more details.


Setting up Customer Service Ticketing is straight-forward. All you need is the following:

Let's assume your BC site is yourdomain.com and you've created an e-mail account, customersupport@yourdomain.com, to be used with CST.
Go to Admin > Site Settings > Customer > User Roles and create 2 new User Roles, which you'll be using with the CST:

  • CST Level 1 - add user robert.smith@yourdomain.com
  • CST Level 2 - add user mark.williams@yourdomain.com

(You can use any user roles, even default ones. We've used these to keep the example intuitive).

The Set-up

Go to Admin > Site Settings > Customer Service Ticketing and click New CST Account button

The CST Configuration panel will appear. Let's go ahead and fill out each section:

Customer Service Details

  1. Name: this is just a generic name user for your CST account. No user impact.
  2. Account username: The e-mail account you'll use with CST (customersupport@yourdomain.com)
  3. Password: E-mail account password
  4. Mail Server Host Name: for e-mail hosted with Business Catalyst, it's usually mail.yourdomain.com
  5. Port Number: Depending on the server setup can be either 110 or 995 for an secured connection.

    Note: the CST can connect to your mail account only via the POP3 protocol.

  6. SSL: if your server supports a secure connection you should use this.
  7. Enabled: Yes.
    If at any point there is any issue with the CST system (ex: e-mail account is unavailable) the Enabled option is automatically unchecked.

When you receive customer inquiries

  1. 1st Level Support Role: Assign the previously created "CST Level 1"
  2. Escalated Support Role: Assign "CST Level 2"
  3. Send Auto Responder: If you will be dealing with long threads on a case (multiple messages back and forth between you and the customer), choosing Once per case will prevent the user from receiving the auto responder each time he sends a message on the case
  4. Automatically Assign Case: If there 2 users in CST Level 1, one with 3 cases assigned and the other with 2, the system will assign the new case to the later
  5. Escalation message (to customer): Your custom text, which will be sent to the customer if you escalate (Assign to "Level 2")
  6. Use Workflow: If under "Automatically Assign Case" you've selected Launch Workflow, you'll be able to set the specific workflow from here

When you reply to customer enquiries

  1. From Name: Enter "Support" so that the users receiving your CST replies will see the From is just a generic name user for your CST account. No user impact.
  2. From Address: You may not want to actually use( customersupport@yourdomain.com to parse the CST notifications, but would like the user to see the e-mails coming from this address. It's easy. Whatever address you've setup in section one, this is the address from where users will see theyre replies arriving
  3. Set Status to: Either Unchanged, Open or Closed. For this example we'll select Unchanged so that the case is submitted with New in the CRM. When viewing it, the assigned user can change that status to Open, to mark the start of his work on the case.
  4. Signature: Custom text to be appended to your e-mail when replying to the customer
  5. BCC List: add one or more accounts (separated by a comma) if you also want them to receive the communication

Congratulations! You've just completed setting up CST! Now, everytime a user e-mails customersupport@yourdomain.com, the CST system will turn that message into a case (and the user's e-mail into a CRM record).

It's always good to offer the best experience possible for visitors, so aside from allowing them to send an e-mail for support, you could also offer the option of submitting a form to contact support. To do this, just create a new web form and assign the CST ("Customer Service" in our case) as the workflow.

Test configuration

With everything in place, let's create a case to make sure everything is working.

  1. Send an e-mail to customersupport@yourdomain.com
    The email will briefly be available in the inbox before disappearing as it gets picked up by CST and turned into a case.
  2. You'll be notified once the case is automatically assigned.
  3. Check the cases in the CRM, the new submission should be visible
  4. Reply to the customer (either via new message from the case in admin, or by replying to the notification received at step #2)
  5. Check and reply from the customer
  6. Having received the customer's reply, escalate the case
  7. Reply from Level 2
  8. Check customer, reply from customer
  9. Close the case

Test succeeded. CST is working. Enjoy customer support!