How To

Adding Notes to Email Threads

Saturday, March 6th, 2010

When more than one person is checking role-based email accounts, it is important that emails be kept in conversation threads and that staff keep notes within the email to keep everyone in the loop about the email conversation. eMail Manager allows users to enter such notes.

To add a note to the email, click on the Notes button at the top of the page. If applicable, you can enter the amount of time spent addressing the email. These are different from System Notes and are not hidden from view when the SysNotes Filter is on.

To Add the note click on the Add button. To change the status of the email, select a status from the pull down menu before clicking on the Add button. You can also assign a Category or move the email to a different folder by selecting from the appropriate drop down list.

SysNotes
These are notes generated by the system on each email detailing if the email was routed to the folder by a Rule, if the email was moved from a different folder, if the email was opened by one or more users, if the status or the category changed and by which User. Use the checkbox labeled Hide SysNotes to hide these notes from view.

Tags: QuickTip, Sales
Posted in Customer Service, How To, Organizing Email, Sales | No Comments »

Manage Email with Manual & Automated Forwards

Thursday, March 4th, 2010

Business email management users can forward email automatically or manually while completing other tasks in the email at the same time.

To manually forward an email to another folder or to another recipient, click on the Forward button at the top of each thread. Enter a message to be included in the forward and the email address to forward to. The To, From, Date and Subject of the email thread [ where you clicked the Forward button ] will automatically be included in the body of the email. The content field will show only the text you add and the email you actually forwarded will be sent as an attachment. You can elect to include only the email thread you are forwarding (and not the original message) by checking the box next to “Do NOT send original’s message attachments”.

If applicable, you can enter the amount of time spent addressing the email. Click on the Forward button. To change the status of the email, select a status from the pull down menu before clicking on the Forward button. You can also assign a Category or move the email to a different folder by selecting from the appropriate drop down list.

To automatically forward email, administrators can configure Email Folders or Rules to forward incoming email that matches specific criteria.

Tags: Efficiency, QuickTip, Support
Posted in Customer Service, How To, Organizing Email | No Comments »

How Does eMail Manager Print Email Threads?

Monday, March 1st, 2010

eMail Manager does allow the viewing and printing of one or all threads within an email to help users focus on specific threads within an email.

To print a specific email thread (without the Reply, Notes and Forward fields), click on the Print button above each email thread. The Print All button at the top of the page prints all threads for that email. A new window will pop open showing the email without the additional fields and will prompt your system to print the email. To close the window, just click on the Close button or close the browser window. You can also Print emails in bulk from the Folders view by selecting one or more emails and then clicking on the Print button. This function will print the emails selected (and their threads).

To print an email (without the Reply, Notes and Forward fields), click on the Print button above each email thread (for individual threads) or the Print All button at the top of the page (to print all threads). A new window will pop open showing the email without the additional fields and will prompt your system to print the email. To close the window, just click on the Close button or close the browser window. You can also Print emails in bulk from the Folders view by selecting one or more emails and then clicking on the Print button. This function will print the emails selected (and their threads).

Tags: QuickTip
Posted in Customer Service, How To | No Comments »

Email Management Search Feature

Friday, February 26th, 2010

Finding email within eMail Manager is easy and fast with search fields located through-out the system. A Quick Search searches the keyword(s) of the folder your in (or all Folder in Folder View) and an Advanced Search lets you choose conditions such as Date Range, Starts With, etc. Users can even Search Deleted Emails that have not been purged. Here are the details for each:

Quick Search

For a Quick Search, click on the Search Field and type in your search terms. You can enter the ID, subject, email address or partial email address (e.g. tom@ and @thecompany.com). Click on the Search button.

eMail Manager provides a quick and easy way to search for all emails sent or received by the same email address. To do this, open an email from the person you would like to search. Click on the linked From address at the top of email. The system will automatically generate search results that include all emails sent to and received from this email address.

Advanced Search

The Advanced search allows you to search for content within the email based on specific criteria that is selected. The more data entered, the more refined the search. To access the Advanced Search function, click on the Search Field. Click on the Go To Advanced Search link that appears under the search field.

Advanced search can also be used to locate deleted email by clicking on Search Deleted at the bottom of the form.

Select whether the search should match “All Conditions” or ” Any One of the Conditions” that will be specified.
Select up to three criteria groups. Each group consists of the following parameters:
Where to search for the keyword: From, To, Subject, Body
How the system will look for the keyword: Equals, Contains Word(s), Contains, Starts With, Ends With, Reg Exp).
The keyword to be searched. This can be a string of words, a word, or partial word.
Select a date range. Dates should be entered as MM/DD/YYYY or selected from the Calendar icon.
Identify whether to search in All, select one folder or multiple folders. To select multiple folders, hold the CTRL key while making the selection.
Click on the Search button to submit the search.

When viewing search results, you can perform bulk operations such as moving selected emails to a folder, delete, etc.

Tags: QuickTip
Posted in General, How To, Organizing Email | No Comments »

Defining Email List Elements in eMail Manager

Saturday, February 20th, 2010

Each email in eMail Manager has basic elements necessary to receive, respond and track them.

ID: This is the ID number of the email. It allows the system to continuously track the email through replies and responses from the customer.
Date: Displays the date and time of the most recent email thread.
Age: The age of the email thread in days.
Email: The address from which the email was received. Each email address is preceded by one (or two) of the following icons:

Identifies that the original email is From a party
To the Original Email Identifies that the original email is To a party
From Email Indicates that the last email is From a party
To Email Indicates that the last email is To a party

Emails are also color coded by their state:

Unread – red color
Read – blue color
Priority – green color
Closed – blue with strike-out

Subject: The subject of the email as written by the customer.
Size: Displays the total size of the email in MB. This includes any attachments.
Follow Ups: Shown in the folder list of received emails. It represents the total number of follow ups (from users and email originators) associated with that email.
Category: A category as selected by an IFM eMail Manager user. It’s intent is to provide a mechanism by which you group emails within the same folder. You will be able to sort the column by Categories for review of multiple emails.
References: A customized reference entered when viewing the email. This column will only display if activated by an Super Administrator

Tags: QuickTip, Support
Posted in How To, Organizing Email | No Comments »

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