Email Inbox View

Overview

This shows emails related to in-progress Work Items in your business areas. There are various filtering options and ways to view different sets of data. Use this view to keep on top of incoming emails for the work items you and your team are dealing with.

By default, emails received within the past 90 DAYS are displayed. Agents can use the Filter dropdown to select a different (e.g. older) date or date range to see emails older than this, but note that the date range specified can only span a maximum of 90 days.

Sections in Email Inbox

In the collapsible folder pane on left-hand side of the Email Inbox, you can see links to various sections of your Email Inbox, divided into:

• My Emails - Emails for all work items that are currently in your Work Inbox (that you'd see in your Homepage)

• My Team Emails - Emails for all work items that are currently in the Work Inbox of your Team. This link is visible if you are a Team Leader or are able to see your peers and Queues.

• Unassigned Emails - Emails for all unassigned work items sitting in Queues you work out of. This link is visible if you are a Team Leader or are able to see your peers and Queues.

• All emails - in this section you will be able to view all emails belonging to work items, including closed items, in your business areas that you have permissions on. In this section you can also filter by the status of the work item that the email belongs to.

The numbers displayed show the number of unread emails in these different folders.

• Unprocessed Emails - here you'll be able to see any such unprocessed emails for your area of the business, and decide on the what to do with them. The number next to this section shows you the total number of emails in the section. See here for more information.

There's also links to your Sent Items and your Outbox - all of which open in separate tabs.

You can see a list of all the emails in your inbox as well as Self Service user comments, with the most recent at the top, showing who the email is from, when it was received, the subject of the email, a preview of the first line of the email body and which work item the email relates to. You will also be able to see if the email has any attachments and if the email was sent with high importance.

Unread emails will appear in bold and you can filter to view just your unread emails by clicking on the 'Unread' option.

Note that an email will be marked as read when a user opens an email.

Filtering Options

You can filter your inbox by Customer, Contract, Service, Process, Queue, the 'from' email address, whether or not the email has attachments, and by email received date.

If you have access to the 'My Team Emails' view you'll also be able to filter by assigned user.

For the 'All Emails' section you can also filter by the status of the work item that the email belongs to.

Switching between views and refreshing on new incoming mails

You can switch between viewing 'My Emails' which are the emails in your own inbox, 'My Team Emails' which will show you the emails in the inbox of your team members, 'Unassigned Emails' which will show you incoming emails for work items in your Queues which don't have an assignee, 'All emails' which shows you all emails related to work items, including closed items, in your business areas that you have permissions on and 'Unprocessed Emails' which shows you any unprocessed emails for your area of the business so that you can decide what to do with them.

For My Emails, My Team Emails, Unassigned Emails and All Emails, when a new email comes in the 'unread' number will refresh and a mail icon will appear on the refresh button. You just need to click it to refresh your inbox and view the newly arrived emails.

You can mark individual emails as read/unread, but please note that this will NOT affect the new information flag on the work item that the email relates to, so marking an email as read will NOT switch off the new information icon in the work item.

For Unprocessed Emails, the number next to this section shows you the total number of emails in the section. See here for more information.

The main section of the Email Inbox view displays the preview panel for whichever email you have selected. You can adjust the size of the email preview panel to suit your needs.

When you click on a email, you will be able to see the full email in the right-hand side of the screen. You can see the subject of the email, who it was sent from, who it was sent to, any CC recipients, a link to the work item that the email relates to, the due date of the work item and the full content of the email.

Replying / forwarding emails

If you click on reply, reply all, or forward for an email, the system will open a new tab displaying the Work item in question and will take you to the email editor screen to start composing your email.

Further options

Further options are also available from the ellipses next to the reply links. These will allow you to go directly to the work item that the email relates to (opening in a new tab), and to print the email directly.

You also have the option to download the underlying .eml file.

Please note: If the email you are attempting to download contains an attachment file which has been explicitly manually deleted by a user (for e.g. reasons of data sensitivity), the .eml download option will be disabled for that email - the system will display a message explaining the reason for this disabling when download icon is clicked.

Email Attachments

If an email has any attachments, you can see the name of the attachment, its size and the option to download it. If the email has multiple attachments, you have the additional options of downloading all of the attachments or downloading them all as a ZIP file.

Full-screen option

You can also expand the email to full-screen mode, where the preview pane is hidden.