Unhandled Emails
Overview
All emails arriving into Enate get automatically processed into either Tickets or Cases based on business rules which look at things like where it's sent into, who it's from and what it's about. Occasionally though, emails arrive into Enate and do not get processed into a Case or a Ticket.
This can happen due to the following reasons:
None of the To and/or CC email addresses have a matching email route defined for them in Builder (that's the rules which say which kind of Ticket or Case an incoming email should generate).
There are only BCC email addresses in the email, no To or CC addresses.
If there any such emails in your area of the business, you'll see an icon in your header bar showing you how many.
This will show the total number of currently unhandled emails and, if you click the link will also show a popup showing how many of these have arrived in the past 24 hours, plus a link to take you straight to the Unhandled emails section of your Email Inbox page (alternatively you can find it within your Email Inbox view).
The Unhandled Email section of Email Inbox view
The Unhandled Emails view in the Email Inbox section in Work Manager allows agent users to review these unhandled emails and take the appropriate steps. This option is visible to all users.
What emails do I see?
You'll see emails that have failed to process into a Case or Ticket (i.e. they're unhandled) which have come into the mailbox that your area of the business works out of. Other unhandled emails which arrive into mailboxes that aren't linked to any of your business processes will be seen by agents in other areas of your business.
More specifically, if you have permissions on a process connected to an email route, you'll see the unhandled emails for any email that comes into that email connector, even if its from a different route.
The number next to this section shows the total number of emails in the unhandled email view.
Filter Options
You can filter the emails in this section by:
Mailbox Address
Mailbox Name (if you know it). Specifically, this is the email address of the mailbox which handles the incoming mails.
Date, i.e. the date which the email arrived.
What options do I have?
The Unhandled Emails view will let you review the incoming email's content to help you determine where you should route.
Once you've determined where it should go, you've got a couple of options:
1) You can decide to create a work item from the email, specifying a Customer, Contract & Service for it, before launching the work item. If you do this, the email will be changed to 'Processed' and will be removed from the Unhandled Emails view when you next click to refresh your email inbox.
2) You can decide to delete the email if appropriate (for example if it's a spam mail). If you do this, the email will be changed to 'Deleted' and will be removed from the Unhandled Emails view when you next click to refresh your email inbox.
Bulk Delete Option
There's also an option to delete multiple emails in Bulk. Click on one or more boxes and a delete button will appear next to the filter, along with the number of emails selected.
Unhandled Emails - Additional Notes
Note that it is not currently possible to append an unhandled email to an existing work item, only to create a new work item. However once you have done this, you can still use the merge feature to merge it in with an existing work item.
Note: Users will be able to create a new work item from an unhandled email on this page even if they do not have the 'Can Create' permission set for them.
Patterns to look out for - resolve with new Routing Rules
If you find yourself regularly having to pick up unhandled mails and route them into the same tickets or cases again and again, you've got a couple of options:
You can speak with your Business Admin to see if a new Email Route can be set in order to catch these emails and automatically create the relevant Work Item for them.
Alternatively, you can resolve the issue at source and create a simple Email Routing Rule yourself, from within the Unhandled Emails view. See 'Creating New Email Routes from Unhandled Emails' for how to do this.
And, for more information about how Enate processes incoming emails, see this section.
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