General Settings

As part of system-level settings, the following general settings can be configured:

Keep with user

This setting can determine if items which are set to longer-term pauses, or upon re-opening, should default to assigning back to the last user to perform any activity on it.

Hide Time Tracker'

This setting allows you to choose whether or not the Time Tracker card on Work Items will be displayed to end users in Work Manager. Note that even when this control is hidden, time-on-task information is still automatically recorded in the database for MI purposes.

Display Expected Times in Time Tracker

This setting allows the expected amount of time it should take to carry out an activity to be displayed in the the Time Tracker card for Work Items in Work Manager.

Email or Note Required on Ticket in Order to Resolve

This setting allows you to specify if Tickets will require a resolution email / note to be added to a Ticket before it can be marked as ‘Resolved’. Note that upon an upgrade, this setting is ticked to maintain the previous behaviour.

Restrict Defect Modification

The 'Restrict Defect Modification' setting allows you to set restricted access on modifying any information in the Defects Card of Cases, Actions and Tickets. Service agents are always able to ADD a defect record and to mark one as resolved, but when this 'Restrict' setting is enabled in Builder only the agent who created the defect in the first place is able to subsequently modify or delete any of the details of that defect record.

Restricted Access to Peer Reviewer on Action Item

This setting restricts peer reviewers' access to emails, notes and info card sections of Actions they are reviewing.

Show Parent Company

This allows you to more easily manage your companies by creating a nested company structure where a parent company can maintain multiple child companies.
A parent company can have multiple child companies, but a child company can only have one parent company. A parent company cannot have its own parent company and a child company cannot be set as a parent company. A deleted parent company will appear as read only in the child company's details and it cannot be changed or deleted. Please note that a company cannot be both a Supplier and a Parent Company.
Additionally, a Work Manager user will be able to start work items for both parent and child companies for a parent company contact; however they will only be to start a work item for a child company for a child company contact.
The Contacts Card in Work Manager for work items running against a parent company will show the contacts of that parent company, but will not show any child company contacts, however work items running against a child company will show the contacts of that child company as well as of the parent company.

Enable Automatic Contact Creation

This setting allow contacts to be auto-created when an incoming email has been received from an unknown email address. This setting is set to ON by default. Note that the company set to an auto-created contact will depend on the contact scope setting you have set. If it is set to 'Global', or 'Global and Local', the auto-created contact will have a Global scope. If it is set to 'Local', the auto-created contact will have a Local scope.

Share Enate Analytics

This option helps Enate capture analytics, such as user insights and product-related data and trends which will help us to improve our services. Data captured will NOT include any personal identification information. This option is switched on by default, but it can be switched off if desired.

Work Item Plus Addressing

If this setting is switched on, work items will be matched using Plus Addressing.
Note that Plus Addressing is set to OFF by default.
If Plus Addressing in NOT switched on, work items will be matched using standard fall-back email processing rules (i.e. those not used in Plus Addressing).
See below for further details about Plus Addressing.

What is Plus Addressing?

Plus Addressing is an industry-defined feature which allows the automatic addition of information into an email address when a mail is being composed. Systems can then subsequently use this additional information if they know to look for it within the email addresses, while still ensuring that the mail gets to its intended recipients. In Enate, we make use of this feature of Plus Addressing to automatically add the reference number of a Case, Action or Ticket (e.g. '101203-T') to the email address of any emails that we know should be being subsequently shared with that work item.
For example, if an Agent is emailing out a reply to a query that has arrived into the mailbox '[email protected]', upon sending the email Enate will auto-populate the From email address with a plus sign (+) followed by the reference number of the work item as a tag, so the From email address will look something like this: '[email protected]'. The underlying structure of this is: [email address][+EnateRef][@email domain].
Similarly, if they are including other Enate email addresses where we could share the mail with a known existing / new work item, the system will add those other work item references to the outgoing mail. An example of two email addresses which have been adjusted in this way can be seen below:

Why is Plus Addressing Useful in Enate?

Adding this extra information into the email addresses of mails relating to work items allows us to run an additional layer of processing logic for incoming emails. The logic is fairly simple: If a work item reference number if recognized as part of any of an email's target mail addresses, that mail is shared with that work item.
Doing this massively reduces the chances of creating unnecessary work items when sending emails back and forth - particularly useful when there are multiple separate work items being actioned across multiple separate teams in Enate to deal with larger queries.
Check out this article showing how Working Between Teams is improved by this approach.
Note: Some additional details to this:
  1. 1.
    If an agent writing an outgoing mail includes an email address which Enate knows is linked to an Enate mailbox, when they click to send the mail Enate will propose a pop-up to the agent showing them: - Any linked work items which were created as a result of a mail into that same mailbox - An option to create a NEW (automatically linked) work item.
  2. 2.
    Once the agent has chosen the existing / new linked work item(s) to share that mail with, the mail will be shared with two work items, the email will be sent out to any external / non-Enate using parties, and the work item references of THIS work item and the ones it is behind shared with will be added into the relevant mail addresses of the mail.
  3. 3.
    This ensures that on ALL subsequent email exchanges - coming either from internal parties or external / non-Enate parties, those work item 'tags' in the addresses route the mails to share with the required work items. Further things to note...
  4. 4.
    If an incoming mail is replying to a closed work item, the system will create new one.
  5. 5.
    Live and test items cannot be addressed in a single mail.

One further note:

When an email is being sent out from Enate which includes an Enate-linked mailbox in the To / Cc addressees and the specific work item reference number it would be appended to, Enate will perform this appending immediately before the mail is sent out. In order to avoid a duplicate appending when that email ultimately arrives back in to that Enate mailbox, Enate knows to recognize any incoming mails which have a ‘from’ address which has been used in the config settings of a Ticket / Case or Action, and will NOT process that mail into Enate for that ticket.
A knock-on impact of this can be this: if as a configurer you are testing incoming emails, and you manually send mails to Enate from an account which has been used in the config settings of a Ticket / Case or Action (including retired versions), Enate will NOT append the email to a work item, nor will it create a new work item. As such, please pay close attention to the test mail accounts you select to send test emails into Enate from.

Activities required outside of Enate

You need to enable Plus Addressing in whichever email system you are using.
This article takes you through how to enable Plus Addressing in Microsoft 365:
This article shows you how to enable Plus Addressing in Gmail:

Hide Work Item Matching Data in Email Addresses

Enabling this will add a 'Reply To' header for outbound emails where work item matching data will NOT display as plus addresses in the 'From' address.
The impact of this is that if the setting is enabled, instead of seeing emails with
'[email protected]' in the from field, it will instead show simply as
Note that this option is set to off by default.
See below for further details.

When email is being sent out of Enate / received by recipient

When the new 'Hide Work Item Matching Data in Email Addresses' setting in Builder is enabled, a hidden 'Reply To' field will be added in the background to the email header for emails being sent out of enate, to allow the work item ID to be saved there rather than in the displayed From address. This means that it will no longer show in the 'From' address - not when the email is being composed in Enate, and not when the end recipient receives the email. It will show instead simply as e.g. '[email protected]'

When recipient composes and sends a reply email

However, when the end recipient clicks reply/reply all to this email, the 'To' address field WILL get automatically populated with an email address AND the work item IDs used as plus addresses (i.e. the mail that the end user is composing will show the 'To' address as '[email protected]'. This is because it's using the value in the hidden 'Reply To' field in the email header. This is in order to allow Enate to link this email to the correct work item.

External Email Client Software

There may be some risk that email client software does not handle the ‘Reply To’ field properly. The global email standard says this field should be supported by all email client rather than must be supported. Enate has tested this with Microsoft and Gsuite and both of these work as desired with a ‘Reply To’ header. Other email clients will also likely work as desired in the same way, but these have not been tested by Enate.
What is the operational impact if an end customer's email client doesn’t support the ‘Reply To’ field? The email client just ignores the 'Reply To' and sends the email reply to the From address (in this example '[email protected]'. This in turn will mean that the Enate system will create a new piece of work rather than linking it into the existing thread. If this does occur, this new work item can simply be manually merged with the correct item.
Some spam email detector technology may increase the risk score for the email with ‘Reply To’ headers set like this because the 'Reply To' address is different to the 'From' address. This is one of many hundreds of factors considered in spam filtering. Customers can be asked to whitelist specific email addresses to mitigate such risks.

Further information about how Enate matches emails

See here for more information about how Enate processes incoming emails:

Allowed File Types

Here you can specify the file types that you want your platform to accept. This is set to ‘All’ by default. Leaving the box blank means that all tile types will be accepted.

Allow Email Attachment Deletion

Allows users to delete email attachments from a work item. This option is switched off by default.

Unmonitored Email Address

The email you supply here will override the default outgoing email address on communications which cannot be responded to.

Maximum Email Size

This setting determines the maximum size allowed for outgoing emails. Users won't be able to send, schedule, or save as a draft emails that exceed this limit.
Please note that the validation of the email size occurs as part of saving the email, not at the sent time. So if a 25MB email has been scheduled and then the maximum email size gets reduced in Builder to 10MB, the scheduled email will still be sent as it conformed to the size allowance configured when it was scheduled.
Additionally, it is recommended that you configure the limit to 30% less than what you want your end-users to write as as an extra buffer to accommodate encoding etc. e.g. if you want the maximum size to be 100MB, we would recommend setting the limit to 70MB. Note that upon upgrade, the maximum email size will be set to 'No Limit'. Also note that the size limit will not be applicable to system-generated emails, such as Request Acknowledgement emails.

Automated Failure Retry Pattern

This lets you set the number of times the system will automatically retry to send an email by using the slider. This can be set up to a maximum of 10 times.
You will see the time intervals that the system will automatically retry to send the email which increase exponentially with each retry.
Once the system has retried sending an email 10 times, it will no longer retry sending it automatically, but you can still retry sending the email manually, i.e. by clicking the 'Retry' icon.

Contact Scope

This lets you change the scope of your external contacts to either Global, Local or Global and Local.


  • Setting the contact scope to Global means that all the external contacts are scoped to Global/All Companies and those contacts can access/create work items of All the Companies.
  • Contact Creation in Work Manager : All the contacts created via Quick Find search or contact card in work item and Bulk creation are by default scoped to Global/All Companies.
Please note that selecting this option will clear the company relationship from every external contact.


  • Setting the contact scope to Local means that all the external contacts are scoped to a particular company and those contacts can access/create work items of the particular scoped company.
  • Contact Creation in Work Manager : All the contacts created via Quick Find search or contact card in work item and Bulk creation provides an option to set the scope of the contact to particular company.
  • Search from Contact Card: users in Work Manager will only be able to search for external contacts belonging to companies which the contact has associated to.
  • Scope Change in Work Manager : Any locally scoped contact can be changed to a different company when the contact has no active work items associated. If the contact has associated work items the contact should be removed from the work items to change the scope successfully.
Please note that it is only possible to set the scope to Local if all existing external contacts have a company associated with them. This can be achieved by editing them in the Contact Management view in Work Manager.

Global and Local

  • This setting lets you set some external contacts to Local and some to Global. This means that you can assign some external contacts with a company (and therefore users in work manager will only be able to create and work items for these 'local' external contact for the particular company that the external contact is associated with), and you can assign some external contacts as 'Global', so users in work manager will be able to create work items for all companies for these 'Global' external contacts.
  • Contact Creation in Work Manager : All the contacts created via Quick Find search or contact card in work item and Bulk creation provides an option to set the scope of the contact to particular company or set the scope to Global/All Companies.
  • Search from Contact Card: users in Work Manager will be able to search for all external contacts which are associated to company to which work item is associated and all other global external contacts.
  • Scope Change in Work Manager : Any locally scoped contact can be changed to Global and any globally scoped contact cannot be changed to a particular company if the contact has associated to work items of multiple companies, in this case the contact should be removed from the work items of other companies.