Note
This functionality is only available the Communications web module is configured.
Emails associated to the Customer account are listed on Communications tab in the InfoCenter. This gives you a quick overview.
The main tool for managing emails is the Communications page which is accessible via the Customer menu by choosing ACCOUNT > Communications.
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The Communications page lets you view and manage all emails for the Customer account, with the most recent first.
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Click on the email header to open and read the email.
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The left-pointing and right-pointing arrows associated to an email indicate whether the email is incoming (pointing left) or outgoing (pointing right).
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If a given email has a multiple-message thread, the > icon is available to expand/collapse the thread.
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The presence of an attachment on an email thread is indicated by a paper clip icon. When the email is expanded, the attachment can be opened by clicking on it.
Use the associated ellipsis button at the right to Reply/Reply All/Forward the latest message in the thread.
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Forwarding of attachments is supported.
Reply/Reply All/Forward do not support the use of a template.
Click NEW EMAIL to start a new email thread for the Customer. This button is available for any user that has Send Email permission.
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An email can be sent from an account by using the NEW EMAIL button on Communications tab in the InfoCenter, or the Communications page.
Note
Any email sent from the account will be listed on the Communications tab/page.
Selecting a Template
Clicking NEW MAIL opens a dialog for selecting and previewing a template. The drop down contains all templates configured in the Communications module with template type of Customer Template.
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When you select a template from the drop down, you can choose to preview it before actually using.
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No Template is an option. This creates a blank email for you to fill in.
Click SELECT when you have the template you want to use (or No Template).
Note
Templates must be configured in the Communications module.
The Email Dialog
Once the email dialog loads, with or without a template, you can edit the addresses, subject, and body. You can also attach files, embed images, and insert links. HTML is supported.
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Note
When you insert an image, the size is limited to 1MB.
Address Fields
From Address is based on Email setup
To Address: Enter addresses in the To, Cc and Bcc fields manually, or select an address book by clicking any one of these fields:
Company – contains email addresses for IDI platform users (SaaS Security) and user groups (IDI Desktop Client) for the environment. There are two tabs on this address book:
Users: SaaS security users that have an email address and have access to the Customer Care environment
Groups: IDI Desktop client user groups that have an email address
Customer – contains email addresses from the customer’s contacts
If the same email is present on multiple contacts, it will only appear once.
Search capability is also supported within the address book being viewed.
The Search field lets you search by email address or click More Options to search by From/To date range.
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Unread Emails
Any thread that has an unread message is displayed in bold.
Specific message(s) that are unread are displayed in bold ; when there are multiple messages in a thread, only the unread ones are bolded when the thread is expanded.
When you click on a message, reply, reply all or forward, the bold is removed to indicate message has been read.
When an incoming message is marked as read, the last read user/date is displayed.
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