Mailbox and mailbox scraping video: https://youtu.be/Jrfg7dW7L8U
1.Introduction
Mailbox Scraping captures client emails sent to company addresses like support, accounts, or sales, and can generate either a helpdesk ticket or a sales lead. Mailbox Rules define actions based on specific email addresses or subject lines, and any generated ticket or lead triggers a notification to the relevant recipient. If the receiving mailbox has auto-replies or another helpdesk system, it may cause a loop of back-and-forth emails and multiple ticket creations—so be sure to add a Mailbox Scraping Rule to exclude addresses that send auto-replies.
2. Mailboxes
To find your mailbox/es go to “Setup” > “System Settings” > “Mailbox Scraping”.
On the following screen, you will be able to add new mailboxes,view a list of all mailboxes and edit or delete existing mailboxes.
2.1. Add a Mailbox:
Click on the “Add Mailbox” button and then complete your mailbox details.
| Grey: | This is where you specify the list of domain names to exclude from processing. Use a comma to separate multiple domain names |
| Black: | This is where you specify if the Mailbox will process incoming mail. |
| Brown: | This is the first Date that we should start checking emails from. |
| Green: | This is where you select what you want the mailbox to generate. Options are: Generate Helpdesk TicketsGenerate Sales Leads |
| Dark Blue: | 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. |
| Light Blue: | 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 |
| Purple: | 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. |
| Pink: | This is where you set the default ticket priority on the mailbox. Default is: NormalLowHighCritical |
| Orange: | This is where you can specify an email address that DataTill will forward the mail to. |
After adding all the mailbox details, click on the “Check” button.
If the mailbox test is successful, then you will be able to click on the “Create” button.
3. Mailbox Rules:
To find a list of all your mailbox rules, or to create new mailbox rules, go to “Setup” > “System Settings” > “Mailbox Scraping Rules”.
On the following screen, you will be able to add new mailboxes,view a list of all mailboxes and edit, disable, or delete existing mailbox scraping rules.
3.1. Add a Mailbox:
To add a mailbox, click on the “Add Mailbox” button and then complete all the mailbox rule details.
| Purple: | This is where you add a name for your rule. |
| Pink: | In this section, you specify whether or not is should be matched on an email address. |
| Red: | Here you can specify which email address the rule should take action on. Please note that this will only show if you have “Match on Email Address” marked as “Yes “. |
| Orange: | In this section, you will be able to specify the subject line for the rule to take action on. Please note that this will show if you have “Match on Email Address” marked as “Yes “. |
| Brown: | Specify the action to take when an email matches the address or subject line: Process, Forward, Ignore, or Delete. If you choose Forward, you’ll need to enter a forwarding email address. |
After adding all the details, click on the “Add Rule” button.
4. Message Log:
The message log refers to all the messages that have been sent from DataTill. To find the message log, go to “Tools” > “Messages” and then click on the “Message Log” option.
You will now see the following page:
This screen shows the message type, status, date, and recipient. You can filter by type, delivery state, admin sender, customer, or time frame. Messages can be viewed or resent if needed.
5. Message Replies:
To view a list of all message replies, go to “Tools” > “Messages” > “Message Replies”.
You will now see the following screen:
This screen displays reply-to, original message, and customer details. You can filter by message type, sender, or view specific messages
6. View Mailbox Processing Log:
The Mailbox Processing Log refers to all incoming messages. To view this log, go to “Tools” > “Messages” > “Mailbox Processing Log option.
You will now see the following page:
From this screen, you will be able to see the message details as well as filter the list for specific customers, message states or view all messages in a specific time frame.
The buttons found on the right-hand side of the screen has the following functions:
 | This button will allow you to view the email. |
 | Click on this button to download the email. |
 | Click this button to link the email address to a customer. It’s always visible, even if the address is already linked. |
 | Click this button to view the helpdesk ticket. Note: A ticket may not be created for sales leads or if the email was forwarded elsewhere. |
 | This button will take you to the customer profile. |
 | Click this button to quickly set up a mailbox rule. |