Handling Incoming E-Mails

Use

When you accept an incoming e-mail or open one from your pending list, the e-mail opens for editing. The available actions are listed below.

Administrators define the queue mode for e-mail queues so you can serve either in an auto-allocation or hunt group queue, or in both.

You need separate rights to delete e-mails. If you have sufficient rights, the Delete button is enabled.

Procedure

Available Actions

  1. Replying to e-mails

  2. Saving or deleting e-mails

  3. Creating a new e-mail by using existing one as a template

  4. Handling attachments

  5. Using templates

  6. Using default reply template

  7. Viewing embedded images

  8. Adding remarks

  9. Forwarding e-mails

  10. Searching for e-mail history

  11. Picking e-mails from other users

  12. Using scripts

Button Description

The following graphics and tables describe the available buttons in the edit view.





Table 1. Body Text Editing Buttons

Number

Function

1

The mode in which you enter your reply: text or HTML. The formatting buttons are only available in the HTML mode.

2

To copy body text or parts of it

3

To cut body text or parts of it

4

To paste the cut or copied text

18

To make the body text bigger or smaller

19

To cancel your last action. You can undo the last 10 actions.

20

To repeat your last action. You can redo the last 10 actions.

Table 2. Body Text Formatting Buttons

Number

Function

5

To make text bold

6

To make text italic

7

To underline text

8

To set in the selected text from the left margin

9

To move the selected text towards the left margin

10

To align the selected text to the left

11

To center the selected text

12

To align the selected text to the right

13

To add a hyperlink

14

To change the font and its size

15

To change the color of the font

16

To add a numbered list

17

To add a bulleted list

Table 3. Priority and Recipient Buttons

Number

Function

21

To mark the e-mail importance high

22

To mark the e-mail importance low

23

To show or hide the cc field

24

To show or hide the bcc field

Table 4. Template and Attachment Buttons

Number

Function

25

To add an attachment

26

To add an reply template

27

To add the defined default reply to an e-mail

Added in SP08.

28

To display the embedded images in a customer e-mail

Added in SP08.

29

To add internal notes to the e-mail

30

To open or save attachments

31

To remove attachments from your reply e-mail

32

To open or save attachments sent by the customer

33

To copy attachments of the customer e-mail to the Reply Attachments field

To add the embedded images received in the customer e-mail into your reply e-mail (added in SP08)