Emailtopia Customer Newsletter December 2018

Golden Rule #1 Revisited

Occasionally, Response users raise a support ticket because their reporting engine appears not to be accurately reflecting the response times of some users in a group mailbox. Often, it turns out that the reason for this is a misunderstanding over the importance of always working in the My Messages folder, and not answering email messages from the Unassigned folder.

The My Messages folder contains messages assigned to a specific user. Messages appear here when automatically assigned to that user by Response, when claimed by a user, or when manually assigned by another user. Once a message is moved into an agent’s My Messages folder he or she becomes the owner of that message. Messages will disappear from My Messages once closed or disclaimed. Read More

Outbound Rules

One of the more frequent head-scratchers for new users of Emailtopia Response (and quite a few long-terms users too) concerns the set up and use of outbound rules. For inbound emails, the use of rules is a little more intuitive: as we discussed last month, rules can be set up to match incoming messages to particular criteria, and to categorize them, assign them, send an alert, or any of several other functions. But what of emails that are sent from within the Response system?

As with incoming rules, there are two main groups of outgoing rules to consider: system rules and mailbox rules. Also, in common with the inbound rules engine, an outgoing rule is made up of three sections: conditions that must be met to trigger the rule; actions to take if the rule is triggered, and exceptions that prevent the rule from triggering. Read more

Response Across Teams

Team collaboration and cooperation to complete tasks is a hallmark of any great organization. When teams collaborate effectively it creates winning conditions and great outcomes can result. Winning conditions such as having the best equipped team and agents for each stage of an email transaction to assist customers – and results: providing them with complete and concise service.

The major stumbling block for collaboration amongst teams is the way messages are passed on, most often by forwarding the email – which is messy and inefficient. Forwarding messages can create confusion as now a copy of the message exists in two or more separate team mailboxes. When multiple teams or agents are responsible for an email at the same time, then no one is, which leads to service inconsistencies and “I thought you had it” moments. Read More

Migrating Mail Servers

Response does its magic by identifying messages destined for a team inbox as they arrive on your corporate mail server, and processing them according to the business logic that has been set up. During the installation process one of the fundamental tasks is to ensure that Response is talking properly to the corporate mail system.

With the rapid growth of off-premise mail servers, from private hosted servers to cloud-based Office 365 systems or other SaaS platforms, it is important that your Response installation is able to continue its conversations with your new mail servers. For customers who are updating their email infrastructure, we strongly recommend that a part of the process should be to reach out to Emailtopia to check whether there any specific instructions for migrating your installation.  Read More

Maximizing server RAM usage

Is your server providing the maximum performance it can? It appears that there are some default registry settings that may occasionally prevent Emailtopia Response from accessing all the memory capcity that your server has to offer, adversely affecting the performance of the software.  If you have not yet received a call from Emailtopia Support concerning server memory access, please feel free to reach out to your account manager or to where we’ll be happy to talk you through checking (and if necessary, updating) the relevant registry entries.

Keep the feedback coming in! If you have any comments or suggestions for the Emailtopia team, please share it with your account manager, with Support, or by submitting a comment on our contact page.