Sending emails

When composing a manual email from the ticket, various settings related to the recipient, the sender, or a blacklist can be specified for the reply dialog.

The following options determine how the recipient field in the reply dialog should be pre-populated:

• Open mail dialog without preset recipient address - The recipient field 'To' always remains empty and the recipient address must be entered manually. The empty recipient field 'To' prevents unintentionally sending an email to an already preset recipient.

• Emails/domains to not add as recipients - A blacklist with one or more recipients who should not receive email in future communications in this ticket.

Example: Often customers write to multiple mailboxes of a support organization (e.g. info@firma.de, support@firma.de, helpdesk@firma.de). Now, of course, with email to all this scattering should not be multiplied further. All recipients, e.g. from the domain firma.de are then put on the block list.

In the above example with the 3 addresses the mail communication runs via support@firma.de. The following entry should be added to the blacklist *@firma.de.

Important: The exception is that there are no other recipients. Otherwise the ticket 'owner' will be shown, even if their domain is on the blacklist.

Note: Multiple entries are separated by a semicolon.

The options in this category determine which email address is preset as the sender address. The order of the sender entries determines the source from which these can be obtained. The default order is: Mailbox, Resource, Supporter Address, Category.

The option Allow custom entry of sender email address controls whether a supporter can manually enter any e-mail address as the sender in an e-mail action.

With the option Use the current user's display name as alias for the sender, the display name of the current user is placed in front of the sender email address. This option allows for more personalized communication with customers while keeping the sender email address hidden from the customer's email client.

Note: The supporter user is either a user with the dispatcher role or a resource employee.

Note: It is advisable to use sender email addresses that are configured in the IMAP and POP3 account settings so that a reply email can be read by the INETAPP server and assigned to the ticket. If a reply email to the ticket is sent to the supporter, it will therefore not be received by INETAPP.

Various sources for sender e-mail addresses are available in the INETAPP server. Each of these sources is checked when a supporter replies to a ticket. The default address of the "From" field is determined depending on the configured order of the sources. This means that if an entry does not provide an address, the following entry is checked instead.

The list of available sender email addresses consists of the following sources:

• Supporter Address: the email address of the current user with write access to Resources or Dispatcher permission
• Mailbox: email address of the incoming email account
• Category: email address of the selected category
• Resource: email address of the selected ressource
• Fallback Address: the email address configured in the outgoing mail server settings

Note: The Fallback address is always used as the last option.

Emails contain information in the header section that is usually only displayed to a small extent in the email client, such as From, To, Cc, Subject and Date. The INETAPP server can additionally set its own headers in sent emails.

Any number of parameters can be set in the header of an outgoing mail. Property and value can be stored per line.

Example: If MS Exchange should not return an out-of-office message: Out-of-office messages return to INETAPP in response to emails from INETAPP. Exchange 2000 and newer will not send an out-of-office message if the mail is marked as list in the header. By adding the following mail header, the out-of-office message can be prevented:

precedence=list

If an INETAPP instance is used for different areas (e.g. IT and housekeeping), assigning different sender addresses for automatic email messages to resources, e.g. for a new ticket, is often desired.

Since resources from "non-IT" areas also sometimes use INETAPP to organize their work, e.g. from housekeeping, these resources can be assigned their own sender addresses. An auto-mail to an IT resource, e.g. "First Level" should then always come from the sender helpdesk@firma.local' and an auto-mail to the housekeeping should always have the sender haustechnik@firma.local.

Note: The reason for sending an auto-mail, e.g. new ticket for resource or ticket has customer response, is set in Dialog Auto-Email.