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

Composing an email isn’t rocket science, but we thought our users might appreciate a few reminders of some special features that the system includes.

To compose a new email from a specific folder, click on the Folder name and then on the New Email button at the top of the page. The email you send will be saved in that folder and assigned an ID number. Any responses associated with that email will be tracked using that ID number.

• Recipients: Enter a To address or click on the linked To to view the Address Book. Click on the Add Cc or Add Bcc buttons to add a copy or blind copy recipient to the email. Click on the linked labels to view the Address Book. To Reply To All emails (including To and Cc), mark the corresponding checkbox.
• Enter a Subject and Body: You can use a Standard Reply or enter custom text. Signatures defined in the Options area will automatically appear in the Body at the bottom of the message you are entering. If no signature has been defined in Options, the default signature entered by an administrator in Maintenance: User Administration will be used.
• Enter Time Spent: If applicable, you can enter the amount of time spent addressing the email.
• Send the Email: You can send the email by clicking on the Send button. The Send button simply sends the email and leaves it at the same status, unless you select an alternative from the pull down menu. The Send and Close button sends the email and changes the status to Closed. You can also assign a Category or move the email to a different folder by selecting from the appropriate drop down menu.
• Save Email as a Draft: Instead of sending it, enter the To email and a Subject as well as content for the body (as if you were actually sending an email). Click on Save Draft. Your message will be saved in the folder and identified with a green tag icon. To view the draft, click on the linked email. To edit the draft, click on the email title. Click on the Edit Draft button to update. You can elect to Save the draft again or Send the email.

NOTE: Attachments and their paths will not be saved in draft mode.

IFModules eMail Manager allows users to track conversations within an email – either to and from the originator or by adding notes.  How do you know which is which?  Here is a quick reminder…

To check email for a specific folder, click on the appropriate ID or Subject. The email review page will display the original message and any replies, forwards or notes that are part of the conversation where the ID number is referenced. When an email thread receives multiple replies, all new replies are tagged in red for easy viewing. Each type of response is color coded for easy identification:

Original Messages from the sender – BLUE background color
Notes / System Note – GRAY background color
Replies – GREEN background color
Forwards – LIGHT RED background color

All interaction with the email will be saved in the database along with a date/time stamp and the interacting user name. You can also navigate from one email to the other, based on their ID number, by clicking on the Previous, Next or Next Unread buttons.