How to set up Mailbox Scraping and Mailbox Scraping Rules

  1. Add a Mailbox
  2. Add Mailbox Rules
  3. View Mailbox Processing Log

Introduction

This feature allows you to capture client emails to your company email address (example: support, accounts or sales mailbox’s) and either generate a helpdesk ticket or generate a sales lead. Mailbox Rules are set up to take specific action on certain Email Addresses and Email Subject Lines.

Important: If a Sales Lead or Helpdesk Ticket is generated it sends out a notification to let the receiver know about the action. If the receiving mailbox has an autoreply set up or a similar helpdesk ticket system and sends out reply notifications it could cause back and forth emails to be sent and resulting in multiple tickets being opened. To prevent this you will have to add a Mailbox Scraping Rule for the mailbox the autoreplies are originating from.

1. Add a Mailbox

  • Go to Setup -> System Settings -> Mailbox Scraping
  • Click on Add Mailbox
  • Add your mailbox details and follow the descriptions below for setting up different types of Mailboxes.

mailbox-scraping

Field Descriptions:

  • Mailbox Title:
    • This is where you name the mailbox you are about to add (example: Support, Accounts or Sales).
  • POP3/IMAP url:
    • This is where you add in the POP3 or IMAP url that your mail server uses.
  • Port:
    • This is where you specify the port that is used to logged into the mailbox.
  • Username:
    • This is the username for your mailbox (example: support@mail.com)
  • Password:
    • This is where you type in the password for the mailbox.
  • Type:
    • This is where you specify the type of protocol your mailbox will use.
  • SSL:
    • This is where you specify if your mailbox uses SSL or not. Note that the ports will differ depending on if SSL is switched on or not (Usually: POP3 with SSL: 110 | POP3 without SSL: 995 | IMAP with SSL 993 | IMAP without SSL: 143).
  • Delete After Read:
    • This is where you specify if it should remove the emails from the Mailbox itself. Note that it will still be on DataTill as a Ticket or Sales Lead but it will be removed in the inbox itself.
  • Action when Unmatched:
    • This is where you specify what you want the system to do if the email does not exist on DataTill for a customer. There are four options to choose from:
      • Forward Message to Address below
      • Ignore the Message
      • Create a Ticket with no Customer assigned
      • Delete the Message
  • Passthrough Forwarding Address:
    • This is where you can specify an email address that DataTill will forward the mail to.
  • Excluded Domains:
    • This is where you specify the list of domain names to exclude from processing. Use a comma to separate multiple domain names
  • Active:
    • This is where you specify if the Mailbox will process incoming mail (Stipulates weather the cron-job will fetch this mailbox when selecting mailbox’s to scrape).
  • Start Date:
    • This is the first Date that we should start checking mails from.
  • Mailbox Type:
    • This is where you select what you want the mailbox to generate. Options are:
      • Generate Helpdesk Tickets
      • Generate Sales Leads
  • Default Helpdesk Ticket Department:
    • This is where you specify the default helpdesk department for the mailbox. Note that the Helpdesk should be set up on DataTill for any Mailbox Type. Click here for a guide on how to set up the Helpdesk Module.
  • Default Helpdesk Ticket Category:
    • This is where you specify the default ticket category.¬†Note that the Helpdesk should be set up on DataTill for any Mailbox Type. Click here for a guide on how to set up the Helpdesk Module.
  • Default Helpdesk Ticket User:
    • This is where you specify the default Admin User. If the Mailbox is set up to generate helpdesk tickets it will automatically assign the ticket to the specified admin user. If the Mailbox is set up to generate Sales Leads it will automatically assign the ticket to the specified admin user.
  • Default Helpdesk Ticket Priority:
    • This is where you set the default ticket priority on the mailbox. Default is:
      • Normal
      • Low
      • High
      • Critical
    • You can also set up your own Priorities by going to Workflow -> Setup -> Ticket Priorities.
  • After you have set this up you will have to click on the “Check” button at the bottom right of the form next to the “Create” button.
  • If the mailbox tests successfully you will be able to click the “Create” button to add the mailbox.

2. Add Mailbox Rules

  • Go to Setup -> System Settings -> Mailbox Scraping Rules
  • Click on +Add

 

mailscrape-rule

Field Descriptions:

  • Rule Name:
    • This is where you add a name for your rule.
  • Match on Email Address:
    • This is where you specify whether or not it should match on an email address.
  • Email Address:
    • This is where you can specify which email address the rule should take action on. Note that this will only Show if you have “Match on Email Address” marked as “Yes”.
  • Match on Subject Line:
    • This is where you specify the subject line for the rule to take action on. Not that this will only show if you have “Match on Subject Line marked as “Yes”.
  • Action if Matched:
    • This is where you specify which action should take place if the mail matched on the Email Address or the Subject Line. Different actions are:
      • Process Mail
      • Forward Mail
      • Ignore Mail
      • Delete Mail
    • If you have selected Forward Mail it will as you to specify a Forwarding Email Address.

3. View Mailbox Processing Log

  • Go to Tools -> Mailbox Processing Log
  • Here you will see the Mailbox Processing Log.

mailbox-processing-log

  • There are three filters at the top of the page to choose from:
    • Only list emails from a specific customer.
    • Filter by Processed, Skipped or All.
    • Date picket to only show emails within a specific date range.
  • The black “Rules” button will take you make to the Mailbox Rules pages.
  • There are six buttons in the mailbox processing log lines:
    • Click this button to view the email.
    • Click this button to download the email.
    • Click this button to link the email address to a customer. Note that this will show regardless if the email address is linked to a customer or not.
    • Click this button to view the helpdesk ticket. Note that in some cases a helpdesk ticket will not be created (example: Sales Leads or if it is forward to another email address).
    • Click this button to open the customer edit screen.
    • Click this button to quickly set up a mailbox rule.