What are Emailgistics Alerts?

Emailgistics Alerts are a powerful feature designed to help ensure that critical emails in shared mailboxes are handled promptly. By automatically notifying designated users when specific conditions are met, these alerts keep your team on track, preventing any message from being overlooked or left unanswered.

Types of Alerts

Unanswered Alert

This alert is triggered when an email in a shared mailbox remains “open” (unanswered) for a defined period. The mailbox admin can set the threshold for how long an email can sit unanswered before triggering the alert—whether that’s 2 hours, 1 day, or any other timeframe. Once this threshold is met, an email alert is sent to specified addresses to prompt action. This feature ensures that emails don’t go unanswered for too long, helping teams meet service-level agreements (SLAs) and other performance goals.

Unassigned Message Alert

The Unassigned Message Alert notifies pre defined people when the inbox reaches a specific number of unassigned emails. This helps manage workload distribution by ensuring no message sits idle, awaiting assignment to a team member. Keeping the inbox manageable ensures quicker response times and a more organized workflow.

What Does an Alert Indicate?

When an alert is triggered, it provides detailed information about the messages that meet the alert criteria:

• Unanswered Alert: This will display emails that have been unanswered for longer than the defined time threshold.
  The alert will show:
  • When the email was received in the shared mailbox
  • The sender of the email
  • The subject of the email
  • The folder in which the message currently resides

This level of detail allows the alerted user to quickly identify and address unanswered emails before performance standards are breached.

• Unassigned Message Alert: This will indicate the unassigned emails that are sitting in the inbox folder.
  Similar to the unanswered alert, it will display:
  • When the email was received
  • Who the email is from
  • The subject of the email
  • Confirmation that the message resides in the inbox (unassigned)

Customization Options

• Thresholds: Admins can customize how long a message can remain unanswered before an alert is triggered and set the number of unassigned messages that will trigger an alert.
• Schedule: Alerts can be scheduled to go out during specific days and hours (e.g., Monday to Friday, 9 AM to 5 PM), ensuring they are active only when needed.
• Frequency: You can adjust how often the alerts are sent—whether once a day or more frequently, depending on the urgency.

Why Use Alerts?

• Prevent Unanswered Emails: Alerts ensure that no emails go unanswered, improving response times and reducing the risk of missed messages.
• Meet KPI/SLA Goals: By receiving timely notifications, managers and supervisors can act before performance metrics or service levels are breached.
• Manage High-Priority Emails: Alerts can be configured based on Emailgistics tags. For example, if an email is marked with a high-priority tag, an alert can be triggered to ensure it receives a quicker response.