Handling of unprocessed emails

How to handle incoming emails which don't get auto-processed into a Ticket or Case.

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:

1. 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).

2. There are only BCC email addresses in the email, no To or CC addresses.

We have now added a new Unprocessed Emails view to the Email Inbox section in Work Manager that allows Agent users to review these unprocessed emails and take the appropriate steps. This option is visible to all users.

Unprocessed Email View - What emails do I see?

You'll see unprocessed emails which have come into the mailbox that your area of the business works out of. Other unprocessed emails which arrive into mailboxes that aren't linked to any of your business processes will be seen by agents working in those other areas. The number next to this section shows the total number of emails in the unprocessed view.

Filter Options

You can filter the emails in this section by Mailbox Name (if you know it) and Mailbox Address. Specifically, this is the email address of the mailbox which handles the incoming mails.

What options do I have?

The Unprocessed Emails view will let you review the incoming email's content to help you determine where you should route it.

Once you've reviewed the email, 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 Unprocessed Emails view when you next click to refresh your email inbox view.

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 Unprocessed Emails view when you next click to refresh your email inbox view.

Note that it is not currently possible to append an unprocessed 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 unprocessed email on this page even if they do not have the 'Can Create' permission set for them.

Patterns to look out for - Is a new Email Route needed?

If you find yourself regularly having to pick up unprocessed mails and route them into the same tickets or cases again & again, you should 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 right Work Item for them.

For more information about how Enate processes incoming emails and why they sometimes may land here instead, see this section.