What waits for review
What doesn't go straight onto the case
| What happens | |
|---|---|
Out-of-office and other automatic replies (Auto-Submitted, Precedence: bulk, X-Autoreply) | Ignored. |
| The desk's own email coming back | Ignored, so two systems never answer each other in a loop. |
A bounce (a delivery report, or mail from MAILER-DAEMON / postmaster) | The case gets "Email to the requester bounced", and the case view shows a warning next to the requester until an email from them comes in again. |
| No case found | Email review, Administrators only. |
| From someone in copy on the case | Added to the case like the requester's, with the same sender checks below, and copied to the others on the case. |
| From anyone else (a colleague in copy who isn't on the case's list, a forward) | Email review. |
| The sender's domain says it didn't send it (DMARC fails, or SPF fails without a valid DKIM signature) | Email review, marked Sender not verified. |
| Nothing vouches for the sender: no DMARC, SPF or DKIM pass, or the check couldn't run | Email review, marked Sender not verified, unless Hold email replies whose sender isn't verified is off under Settings → Installation (see configuration). |
| More than 20 emails within an hour on one case | Email review. |
[!IMPORTANT] The desk checks SPF, DKIM and DMARC itself on every email, with the original as the service received it.
Email review
Email review appears in the sidebar, under the inbox views, when something is waiting, with the number. Agents see the emails for cases they can see; emails that matched no case only Administrators see. Each row shows the sender, subject, why it's there and the text (open it to read all of it).
| Action | What happens |
|---|---|
| Add to case | Enter the case's reference (only cases you can see). It's added as a message from the requester, with the usual automations and notifications. For an email from someone other than the requester you can also add the sender as a contact of the case's organization. |
| Discard | It isn't added anywhere, and the original email is deleted right away. |
Stored emails
The original of every incoming email is kept in file storage for 30 days, then removed by the Incoming emails task in Housekeeping (on from the start; you can change the number of days). Emails waiting in review keep their text after that, without attachments. What was added to cases stays with the case.