Emails will appear in the Unhandled Emails view of your 'Email Inbox' view in Work Manager if they meet one of the following conditions:
None of the To and/or CC email addresses have a matching email route.
There are only BCC email addresses in an email, no To or CC addresses.
See the table below for further detailed information on how emails arriving into Enate are treated, depending on the combinations of Enate-relevant email addresses may appear in the TO, CC or BCC fields.
You can view the unhandled incoming emails which were deleted by you / your team as part of dealing with them with the 'Deletion Audit' section of Unhandled Emails. This helps with an auditing how incoming emails which were unhandled have been dealt with.
Clicking on this 'Deletion Audit' link will bring up a view of all deleted unhandled emails within your area of the business. These are incoming unhandled emails where the decision was made to delete these mails rather than create a new Case or Ticket from them.
All filters and paging options are available as for the other email views in this page, but the emails themselves are shown in read-only mode..
Clicking on a deleted unhandled email will display the email in detail in the main section of the screen, with any attachments that it may have had.
Additionally, the header bar above the mail shows who deleted the email and when.
Note: You cannot 'undelete' emails which have been deleted, however if you wish to copy body text information from them you can do this by simply selecting the desired text and copying / Ctrl-C.
As part of dealing with Unhandled emails, agent users can create email routing directly within Work Manager. Creating these rules helps stop equivalent future emails from landing as Unhandled emails, ensuring that a Ticket or Case gets created for them. This reduces future Unhandled email volumes and makes sure work can start on these items more quickly. To provide an element of control, the ability of Work Manager users to create new email routes is an option which can be turned off/on in via User Roles in Builder.
Once these rules are created in Work Manager they're instantly live and working, however Admin users in Builder are notified of any new routing rules created in this way, and these remain marked for their attention until the Admin acknowledges them. Admins still have the ability to adjust or even turn off such rules after assessing them.
Feature Access to be able to create new Email Routes in Work Manager is controlled via Enate's User Role system, with a new option being added to the Email View Options section.
Note: This 'Create Email Routes' access will be set to ON for the Standard Team Member role
While dealing with an unhandled email in the Unhandled emails section of the Email Inbox page, if you choose to have the email processed into a Ticket / Case (by clicking 'New Work Item' option), you'll be met with the following popup:
You can search by email route (which will auto-populate the Customer/Contract/Service/Process fields based on suggestions for the mailbox address selected), or can manually select. Clicking Create at this point will create the specific Ticket or Case from the email, as normal.
However, if you also wish to have the same thing happen automatically ongoing, you can click on the 'Apply to other emails' link at the foot of the popup before you hit 'Create'. If you've selected this option, when you hit 'Create' two things will happen:
A small confirmation message shows confirming that a new work item has been created.
A further popup screen to 'Create New Email Routing Rule' is then shown where you can fill in the remaining routing rule details before confirming its creation.
You can decide if the route is going to be a 'To' or 'From' type of route, i.e.
'treat all emails FROM this address in the same way', OR
'Treat all email TO this address in the same way'
and then which email address is to be used in conjunction with this. Enate will automatically fill the email address with the relevant email address associated with the unprocessed email you were working on.
Within the 'Tips' section of this pop-up, there is a link that will take users to the Unhandled Emails page of the Enate online help, should users require any more information.
In addition to setting a rule which will deal with all future emails that match this pattern, you can also choose to have the rule run against all/some of the existing Unhandled emails which match this rule. If you wish this to happen, select the 'Auto-apply' toggle and this foot of this popup.
The system will show you how many of the current backlog of Unhandled emails match this rule, i.e. how many would be reprocessed.
Selecting this option will bring up a time filter allowing you to select a subset of these existing emails to run the rule for (if, for example, you only want to run this for emails up to a week/month old etc.
You can use the slider to set different date ranges, including setting specific dates. As you change this setting, the system will update to reflect how many emails this would run the rule for.
When you're happy with your selection, you can hit Create - the rule will be re-run and emails will start to be re-processed into the type of Case or Ticket you specified.
Important Note: Once you create a new email routing rule in this way via Work manager, it will instantly go live and start to run against any subsequent incoming emails.
If any new email routes have been created in Unhandled Emails in Work Manager, Admin users will be made aware of this in Builder by a red dot on the Email icon section.
Throughout any subsequent navigation sections and screens as they drill down to the Email Routes page, there will be continued signposting down the new Routing rules that they should be aware of.
Once on the Routes page, users will see a banner notifying them of new email routes to be aware of, as well as how many there are. A link will allow them to filter the routes down to just those new ones that they need to be aware of.
Within the routes table itself, users will be alerted to these new routes to be aware of.
Admin users are encouraged to review these new routing rules (and speak to the agent who created them*) to make sure they're happy with how they are running in conjunction with the various other rules. They can choose to unset them from live, make any adjustments and even delete them if they feel necessary.
If they're hapy with the rule they shoud unmark the 'be adjusted, They can use the 'Clear review filter' link in the header to return to the normal view.
*You can view who created an email routing rule from the 'Show Activity' icon in the top of the rule details popup.
Clicking on this will show the audit trail of who created and updated this rule.
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 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.
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.
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.
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.
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.
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.
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:
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 feature to merge it in with an existing work item.
You can speak with your Business Admin to see if a new 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 '' for how to do this.
And, for more information about how Enate processes incoming emails, .
Scenario
Number of work Items Created
Will they appear in the Unhandled View
Email to just one email address in either the TO or CC field
1
No
Email to 2 or more email addresses in either TO or CC field
2 or more
No
Email to 1 email address in TO, another in CC field, and one in BCC field
1 for each TO & CC address
No
*Email to 1 email address in TO and another in BCC field
1 for TO field
No
Email to 1 or more email addresses in BCC only. Nothing in TO or CC fields.
0
Yes - for the BCC email mailbox
Email to just 1 email address that is not correctly configured in Enate
0
Yes - for the non-configured email address
Email to 1 email address that is not configured correctly in Enate and one email address configured in Enate
1 for the configured email address
No
