Email Monitoring

Hi,

We're getting ready to setup email monitoring.  Questions:

  1. Do you recommend that the email account/auth account be different from the one we are using for replies (support@einsteinmed.edu)?  I kind of like the same for user-friendliness.  But technically speaking, which is better?
  2. The ticketing app accounts are all set to use org level accounts, but none are available to use in monitors (assuming you recommend using the same as asked above).  Am I missing something?
  3. Can email monitors accept attachments (screenshots)?
  4. If a client is not in the system, will the monitored email go to a failed folder?  If so, can someone be notified?  Can the client be notified?

On a slightly different matter, on setting up ticketing applications for other departments:

  1. We want different apps, but the same client portal.  They should use the same email reply account for all apps, correct?

Thanks!

Asked by Sheila McBride on Tue 1/30/24 4:39 PM
Hi Mark and Brittany,

To get more into the first question, regarding using the same email address (and auth account) for replies and monitors:
We will always want replies to come from our primary auth account, support@einsteinmed.edu, regardless of ticketing application. I am unclear why the same email/account can't be used for monitors.

Thanks,
Sheila - Sheila McBride Mon 2/19/24 3:25 PM
Ticket creation and email replies can't be performed from the Inbox of the same email account. If you wanted to use the same email account to handle ticket creation and email replies, you'd have to create two distinct folders in that email box to route mail to. One for new tickets, and one for replies, then set up mailbox-level rules to determine which folder should get which emails. - Mark Sayers Mon 2/19/24 3:51 PM
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Answers (2)

This answer has been marked as the accepted answer
Mark Sayers Tue 1/30/24 4:54 PM

Hello Sheila,

I'll answer these in the order you've asked them here for ease:

  1. Yes, typically it will be different because you'll have different email addresses normally for ticket creation vs email replies.
  2. You are correct there
  3. Yes, if you configure each monitor to have attachment support enabled, at the bottom of each monitor's configuration page
  4. No, it will either create the ticket with a text-only requestor value, or you can configure your monitor's rules to create Customer records when no matching account is already in TDX.
  5. Yes they will use the same org-level reply monitor unless you configure an application-specific reply monitor for any of the ticketing apps.

Sincerely,

Mark Sayers

Sr Support Consultant, CS

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Okay, thank you both.

To be clear: People are corresponding with support@einsteinmed.edu, although they probably don't really know that because they only see the alias, Einstein-Support, via the replies function. So for monitors, you recommend we come up with an email address that is different from that that they write to. It should be at least as memorable. Help@einsteinmed.edu or something like that? - Sheila McBride Tue 1/30/24 5:11 PM
Ideally, yes, it would be a different address than the address of the "replies" monitor. - Mark Sayers Wed 1/31/24 9:31 AM
Brittany Renn Tue 1/30/24 4:52 PM

Hi Sheila, 

I will answer these questions in order for you: 

Do you recommend that the email account/auth account be different from the one we are using for replies (support@einsteinmed.edu)?  I kind of like the same for user-friendliness.  But technically speaking, which is better?

  • It's probably best to have a different auth account for each monitor because when you generate the access tokens on the Auth Account, you'll need to login using the actual mailbox being monitored.

The ticketing app accounts are all set to use org level accounts, but none are available to use in monitors (assuming you recommend using the same as asked above).  Am I missing something?

  • Ticketing apps don't really share email monitors but you can certainly setup each app to use the org level replies/outbound email. 

Can email monitors accept attachments (screenshots)?

  • Yes, when you create the new email monitor, the last field on the page is called attributes and you'll just set that to "enabled." 

If a client is not in the system, will the monitored email go to a failed folder?  If so, can someone be notified?  Can the client be notified?

  • Yes, you will create a TDUser to use on the email monitor page and you'll grant that user access to the People application. As a side not, there is also an "Error-To-Email" field where you can input an email address to be notified of errors.

On a slightly different matter, on setting up ticketing applications for other departments:

We want different apps, but the same client portal.  They should use the same email reply account for all apps, correct?

  • This is really just a matter of preference. You can definitely use the org level email replies for every app for consistency or you can setup each app to have its own replies.

Hope this helps! 

Best,
Brittany Renn
TDX Support

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