Handle Unmatched email

Unmatched email holds mail from senders the desk did not recognise, so no ticket exists yet. Matching works by the sender's email domain.

1. On the left, Sender domains groups the waiting mail by domain, with the number of senders and the age of the oldest mail. Shared marks a public email provider and No domain marks mail without one.
2. Click a domain. The right side explains why it was not matched and lists the Messages.
3. Choose what to do:
   • Register this domain to a customer: pick the customer, click Register domain, then Yes, register. Waiting mail from the domain becomes tickets, and future mail is filed automatically.
   • Just this sender on one message: pick a customer and click Open ticket. This creates a contact for that one address only.
   • Create a ticket without adding a contact on one message: pick the customer. The ticket opens on that customer with the sender's own name and address as the requester. No contact and no domain is added. See below.
   • Discard on one message, then Yes, discard: no ticket. The message stays on the mail server.
   • Not ours, discard all N, then Yes, discard all: discards the group. Mail from these senders will still land here next time.
   • Match this email again: use it when the domain was registered after the mail arrived.

Shared providers such as free webmail can never be registered to one customer, so handle those one sender at a time. Viewers can see the list but not act on it.

Create a ticket without adding a contact

Use this when one person writes in once and you do not want them on the customer's contact list, for example a supplier or someone from a partner company.

• The ticket is opened the same way as any released mail: entry status, SLA clock, attachments and inline images, "When a ticket is created" rules, and the ticket received mail (without a portal link).
• The sender's address is remembered on that one ticket. A reply from exactly that address carrying this ticket's number threads onto it instead of landing in Unmatched email again. The same address with another ticket's number, or another unknown address with this number, is still held.
• Details reads "Not a contact; replies accepted for this ticket" under Requester.
• The remembered address is forgotten when you change the ticket's customer or requester, and when the person is erased.
• If the parked mail turns out to be a reply to an existing ticket, it is added there, and the page says so instead of announcing a new ticket.