Handling Incoming Email – Fog Creek Knowledge Base

Handling incoming customer email

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Communicating with your customers or clients You can use Manuscript to handle customer interactions over email. If you’re using Manuscript, your Manuscript account comes with a free cases@xxx.manuscript.com mailbox to get you started. If you have Manuscript on your server (or if you want to use an email address of your own with Manuscript), you’ll […]

Using Manuscript to check POP3, IMAP, and EWS mailboxes

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What is a Manuscript mailbox? Manuscript uses mailboxes in order to automatically turn incoming emails into cases. Mailboxes can be used to handle customer support email through Manuscript, or you can use them to allow for submitting quick and easy bug reports. Each Manuscript mailbox corresponds to one incoming POP3, IMAP, or EWS mailbox where […]

How does marking as Spam work?

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"Out, spam'd mail! Out, I say!" — Lady Macbeth, if she worked a service desk Spam has become a fact of life when you deal with large amounts of email. Fortunately, so have “Mark as Spam” buttons, which make the process of dealing with those items that sneak through filters that much easier. Before you celebrate […]

Automatic replies to incoming email

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When you have configured a mailbox, you can optionally configure automatic replies to new incoming email. To enable automatic replies for a mailbox, navigate to the Avatar menu > Mailboxes > edit > Reply Automatically The AutoReply Template Automatic replies are plain-text and you can include the following variables in the message or subject line. The placeholder will […]

Why am I getting Spam emails?

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If you’re using AutoSort to handle your Spam emails via a Manuscript mailbox, you may run into a situation where emails from one of your legitimate email addresses (e.g. your.name@mycompany.com) looks like spam. Often, this occurs if you’re using web forms for your customers to submit support requests. Sometimes these web forms do not have […]

Outlook Rich Text Format Emails and Winmail.dat Attachments

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Have you received an email with a winmail.dat attachment? If so, you may have been sent an email from an Outlook client that thinks it’s talking to another Outlook client. When Outlook sends mail in “Outlook Rich Text Format”, which is used primarily for Exchange-only communication, attachments and potentially other components of the email can […]

Removing email auto-complete entries

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Manuscript will automatically complete any previously entered email addresses it comes across. Hooray! Sometimes, an address needs to be removed because it’s out of date or incorrect. Email addresses are removed through the Manuscript API. Here’s how to do it: Steps Log On to the Manuscript API Acquire an API Token (note that this process requires elevated […]

Finding related email

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When you are looking at an email from a customer, you’ll see a list of all the other emails you’ve ever received from the exact same email address in the Correspondent section on the left. This lists other cases sent to or from the same email address. Clicking on the link before the @ sign […]

Setting up a Google Apps for Business mailbox

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While Manuscript mailboxes do not support multi-factor authentication, in the case of Google Apps for Business you may use an Application Specific Password (ASP) instead. Simply configure your ASP as described here, and then put that password in the Password field of your Manuscript mailbox.

Mailbox problems

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A Manuscript mailbox collects mail from a POP3 or IMAP mailbox and pulls it into Manuscript to be opened as a new bug (or attached to an existing bug by using the case number in the subject line). If this is not working for you, please follow the checklist below to try and find the […]

Public Access to Cases

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About Tickets The “ticket” for a case is a generated 16-character value, that, when combined with the case number, allows outside users to see certain parts, and attributes of, their case. It used to be generated only for cases emailed into the system, but is now generated for all cases. The chance of a random […]