Hornbill How To: Email
The following is a complete list of the Email "How To" guides, hints, tips and videos that have been created to aid in the configuration and usage of the system.
Routing Rules - Email updates from customer via email or via the portal
This How To guide is meant to be used in conjunction with the Email Administration guide on https://wiki.hornbill.com/index.php/Email_Administration Email is a very common feature among Hornbill Users and is critical to Business Operations. It is best to read through the wiki pages before going through this How To guide as that way, the examples will make sense. Because of the importance of emails in business, Email queries are some of the most common queries raised by customers. Queries range from how to set up AutoResponder to Email delivery not happening. The following is an example:
The Email Routing Rules provide a way of automating the delivery and actions that occur on emails that are received into Hornbill. In the scenario where a request is updated via email (applied by an analyst or by the routing rules) assuming the application setting “guest.app.requests.notification.notificationType.emailUpdate” is enabled, the owner of the request will get an email notification. Currently, this email notification cannot be chosen and it is system generated.
The same is true for a customer update originating from the portal. Assuming the application setting “guest.app.requests.notification.notificationType.portalUpdate” is enabled, the owner of the request will get an email notification. Currently, this email notification cannot be chosen and it is system generated.
If people are receiving the “Call Logged” emails that are different from the generic system emails, this could be because they have specified this within the service.