Shared Mailbox Queries

[gabraham]

Hi,

We have recently enabled the shared mailbox on our instance and although it provides a much slicker process to create a job from an email, we are getting some feedback from our helpdesk of issues they are encountering.

1. Is there any way to set a default email template for replies from the shared mailbox? This would allow the helpdesk to use a consistent template when responding without having to select it each time.
 

2. Is there any way of setting emails so that they do not mark as read automatically (as you can in Outlook) as we have a number of users checking the emails and we are concerned messages may get missed. This may not be possible and might just be a process change at this end.

3. Is there a way of enabling a replied marker on emails so we can identify emails that have been responded to?

4. Is there a way to have the emails remain on our server (so they are visible in Outlook) and still appear in Hornbill?

[Steve Giller]

@gabraham

Can I check what part of the Product you are referring to?
I believe you are talking about the main Mail App, but mails can be made available in other areas and this can affect the answers - e.g. the Mail action in a Request does have a default template.

[gabraham]

@Steve Giller I am referring to the main mail app.

Thanks 

[Steve Giller]

In that case:

On 28/09/2023 at 12:17, gabraham said:

Is there any way to set a default email template for replies from the shared mailbox?

No, the Templates available in the Mail App are personal Templates and there is no default.

On 28/09/2023 at 12:17, gabraham said:

Is there any way of setting emails so that they do not mark as read automatically

Quite the opposite - there is no way to set them so that they do mark as read on viewing.

On 28/09/2023 at 12:17, gabraham said:

Is there a way of enabling a replied marker on emails

No, however in our Team we use the Mark As Read function to indicate that an email has been dealt with - this would normally mean we have replied or otherwise responded to the Customer.

On 28/09/2023 at 12:17, gabraham said:

Is there a way to have the emails remain on our server

This would mean that every time Hornbill polled your mail server for emails they would be downloaded again.
One way to achieve this would be to have a second mailbox on your Exchange Server and set up a Rule to copy the emails on arrival into that.