 |
|
|||||||||
|
DocumentationGet the full MailManager guides to read at your leisure:
To view these PDF documents you will need the Adobe Acrobat Reader. There are also several guides on e-mail and MailManager. Finally, we have some Flash Movies.
E-mail Best Practice GuideE-mail for Action Any e-mail requesting that somebody does something should only be sent to one person. It is acceptable to copy other people into the mail by using the Cc or Bcc fields. This is one of the most common e-mail blunders. An action mail sent to more than one person will immediately generate confusion on who should respond and will either result in multiple responses (wasting time) or in no response at all. HTML Only E-mail Unless you are sure that the recipient can read HTML e-mails you should send your e-mails in plain text. All e-mails sent to mailing lists or posted to Usenet (newsgroups) should be sent in plain text. As a second best you should make sure that any HTML e-mail includes a plain text copy of the mail. If you send HTML e-mail from MailManager a plain text copy will be automatically generated and sent along with the HTML mail in a way that will allow non-HTML mail readers to view. Signatures A "signature" may be added to the end of e-mails. This should contain your address, telephone number and other details. Signatures should be separated from the rest of the e-mail by two hyphens "--" on a line of their own. Signatures should be a maximum of four lines long, if you have more information that you wish to include such as a disclaimer then you should give the URL where the full text can be read. Attachments Large attachments should be avoided. As a rough guide the maximum size of an attachment should be around 5MB although if you think that the recipient will be using a modem or perhaps a mobile phone to download their e-mail then even a 5MB attachment may be too large. Note that many e-mail systems will reject attachments that are more than a certain size. When you need to distribute large files it is much more sensible to put them on a server and then e-mail the URL. Proprietary File Formats Attachments in proprietary formats should be avoided unless you are certain that the recipients can read the files. For example standard Microsoft Office formats should generally be avoided with preference given to plain text, rich text format (RTF), portable data format (PDF) or HTML. Writing E-mail Try to keep e-mails brief. E-mail should only cover one subject, if you need to cover more than one subject send more than one e-mail. Make sure the Subject line of the e-mail accurately reflects what the e-mail is about. Do not use upper case in your e-mail IT LOOKS LIKE SHOUTING. Avoid angry or abusive e-mails. These are known as flames. Remember that e-mails can carry as much legal weight as a written document and have been the basis of legal proceedings. If you feel emotional in any way sleep on an e-mail before sending it. Common Abbreviations The following are common e-mail abbreviations. It is not a good idea to use any of these unless you are sure that the recipient wwill understand them.
Spam and Hoaxes You should never reply to spam in any way as this will verify your e-mail address and result in you receiving more spam. Many spam messages will invite you to click on a link to avoid receiving any further spam, in most cases this will simply verify that your e-mail address exists and result in you receiving even more spam. If you receive a virus warning or any other mail that recommends that you forward it to everyone you know then it will almost certainly be a hoax. Before taking any action on a virus warning you should check it on Google or on one of the virus vendors' sitsites. Phishing So called "phishing" e-mails will often appear to be from PayPal, eBay or perhaps your online bank. The e-mail will contain a link which will appear to take you to that site but in reality the link will take you to a fake website and any username or password you enter will be stolen. The best way to be absolutely sure that you are not taken in by a phishing e-mail is not to click on links within e-mail, instead type the URL into your web browser and make sure that it is exactly correct and not a miss-spelling. RFC1855 The rules of the Internet are contained in the Request For Comments (RFC). These rules govern most of the technical aspects of the Internet and are designed to be read by the people who write Internet software. However some of the RFCs are designed for users such as RFC 1855 which is about Netiquette or Network Etiquette including e-mail conventions. Firewall ConfigurationIf you are using the On Demand service and are collecting e-mail from your own corporate mail server you may need to adjust your firewall settings to allow mail to be collected. E-mail is collected from 83.138.148.214 for paying customers. You will also need to specify which port to open. This will depend on how you are collecting your e-mail. The ports are:
If you have had to configure your firewall let us know so that we can make sure you are notified if any changes to the configuration are required in the future. MailManager GlossaryWords and phrases commonly used to describe MailManager features and concepts. If you think there is anything we should add to the glossary, please let us know. Account Unique MailManager configuration set up to receive mail and create and assign tickets for a particular organizational e-mail address such as sales@example.com Assign To configure an account so that incoming tickets are dealt with by a particular user, or group of users. Category Categories are used for organizing and filing tickets for future reference. An unlimited number of categories can be defined, for example, you could have a category for each product that your company has. Closed A Ticket is Closed if it has been dealt with and no further action is required. E-mail Response Management Software that can be used to help manage incoming e-mail. Filter Filters allow you to scan incoming tickets and then automatically set the assigned user, priority and category. Filters are sometimes called business rules. Hold A Ticket is on Hold if it cannot be dealt with at the moment. This is usually because futher information is required or because any supporting tickets have not been dealt with. Open A Ticket is Open if it still needs to be dealt with. Dealing with a ticket means either replying to it or changing its status if it does not need to be replied to. Priority The importance assigned to a ticket, either critical, high, normal, low or junk. Report Summary information about the total number of tickets in the system, including number of mails, snapshot by status, performance details and sender e-mail addresses. Status Tickets are marked as either Open, Overdue, on Hold, Closed or Spam. TID Ticket ID. The unique reference number assigned to each ticket, that forms part of the subject line of the ticket and subsequent e-mail correspondence. e.g. TID 002134: Product Enquiry Ticket E-mail that comes into MailManager is called a ticket. Each ticket has a unique reference number, and contains a record of all subsequent correspondence and actions taken. Ticket Details Summary ticket information including Subject, Assignee, Status, Priority and Category. Ticket List Header Column headers at the top of the ticket list view. Can be configured to include any or all of the following; TID; Status; Assigned to; Subject; From; Time; Date; Priority; Category. Ticket List View Initial listing of tickets by account, similar to an e-mail inbox. New tickets are highlighted in bold, and ticket status icons showing open, overdue, closed or held tickets. Ticket View Individual ticket view that includes the summary ticket details, full correspondence history and ticket response form. Template A standard reply that can be used to answer common questions. |
Data Sheet
Analyst Report
Contact Us:
|
| © Logicalware Ltd 2002 - 2007 | Site Map | Email Response Management | Help Desk Software | |
| Logicalware Partners: | |
 |
    |