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Crafting an Effective SLA and Reply Time Benchmark
In the realm of customer communication, responsiveness is key. Establishing Service Level Agreements (SLAs) and reply time benchmarks not only ensures customer satisfaction but also sets clear expectations for your team’s email communication. While this might seem like a complex task, leveraging tools like Emailgistics can streamline this process, offering insightful data for implementation and…
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Emailgistics FAQ
An Office 365 exchange shared mailbox and a Windows 10 machine. If you currently use a regular user mailbox to manage inbound shared email, follow our documentation to convert to a shared mailbox.
The member of your organization with Global Administrator credentials for your Office 365 server. Global Administrator access is only required to configure mail flow settings during the initial onboarding.
PowerShell version 5.0 or higher on a Microsoft Windows machine. Emailgistics uses a PowerShell script for part of the onboarding process.
No. Emailgistics layers directly overtop of your Office 365 shared mailbox so you can maintain your email history and current messages in your inbox – no importing necessary!
It’s simply an enhanced Office 365 shared mailbox. In addition to the standard inbox folder, a shared mailbox with Emailgistics contains individual user folders, which makes ownership of customer emails crystal clear among users and provides managers with the visibility they’ve always wanted.
While a license is not required for a shared mailbox, adding one would allow for more storage space in the mailbox. An unlicensed mailbox will allow 50GB worth of mail to be stored in it, while a licensed mailbox will allow 100GB worth of mail to be stored in it.
Your IT team should have a process to automatically purge old data from your mailbox to avoid running into any limitations due to the storage space being exceeded.
A user is any account that is synced in Office 365 Exchange to one or more shared mailboxes that have been onboarded to Emailgistics. A typical user without any additional privileges will be able to work and reply to incoming emails for any shared mailbox they are synced with. Additional information on user roles can be found here.
There is no minimum total user requirement, but Emailgistics was built to manage shared mailbox teams with multiple users.
Emailgistics makes it easy for you to add and remove users. In the Emailgistics Admin Center click the {USERS} option from the left panel, underneath the list of users will be a button that says Sync Users with Office365.
When you click on that, it will ask you to download a PowerShell script. The PowerShell script will adjust any changes made for users in O365 and reflect those changes in Emailgistics. This will need to be run by your Global Admin of Office365.
The add-in is not mandatory, but the add-in will supercharge your mailbox to a whole other level and enhance the Emailgistics experience.
Here’s why you should be using the Add-In.
