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Mailbox is the email configuration used to process incoming requests and transforming them into tickets or ideas on your forums. Mailbox is also used for sending replies from support agents in the form of notifications to emails of customers.

For all email operations Customer Case uses Postmark.

What is Postmark

Postmark is used a service that Customer Case uses to create a dedicated email address and to completely integrate with your account. Usage of this service allows you and your customers communicate via emails rather than opening the web-interface of Customer Case. So now you can instantly reply to customers' tickets via your mail agent.

Delivery of emails occurs in a blink of an eye so you will no longer be able to notice any delivery delays or wait for the email to reach your customer. The provided email is not constrained by any quotas. So you can send and receive as many as needed emails for your efficient communications with your customers.

Available Email Schemes

You can choose between the two email schemes, as follows:

Email Scheme #1 (Reply To)

  • All the emails, by default, are sent from our email address event@customercase.com. In the mail agent, your customer will see our email address and the From Name value you set for the mailbox. When your customer decides to reply and clicks the corresponding button, the email specified as Reply To (in the mailbox settings) will be used.

Email Scheme 2 (From)

  • You can set your own From Address based on your own domain instead of using the Reply To address. In this case you will have to authenticate your domain before proceeding.

Which Email Scheme to Choose

Quick and Easy Solution

If you start evaluating Customer Case you can use Email Scheme #1, as it is very easy to use and it will not require much configuration from your side.

Once you have created the mailbox and mapped it to the specific forum, you will get an inbound email address like 'forum+1350@company.customercase.com'. Instead of using the email address (assigned by Customer Case) for processing the incoming requests and posting them on the forum, you may want your customers to reply to some email address of yours (for example, 'support@companyname.com').

You need to forward emails from your email 'support@companyname.com' to 'forum+1350@company.customercase.com'. In such a case when customers will submit an email with the issue report it will be sent first to 'support@companyname.com' and then forwarded to 'forum+1350@company.customercase.com' where Customer Case will process this issue report and transform it into a new ticket or comment.

After replying to the customer's request, Customer Case will send a notification to the customer's email. Here your customer will see the From Name you specified in the settings of the mailbox in Customer Case (for example, 'Your Product Forum'). This From Name will mask the actual email which the email is sent from ('event@customercase.com'). The Reply To field will contain the email address you forward emails from ('support@companyname.com'). So when the customer writes a reply to your question, the email will be sent to the specified email, and then forwarded to the email address of the forum.

Convenient Solution

If you want to use only branded emails of your company, you need to choose Email Scheme #2. Configuration of this scheme will require a bit of efforts from you or your support infrastructure team.

Once you have created the mailbox and mapped it to the specific forum, you will get an inbound email address like 'forum+1350@company.customercase.com'. Instead of using the email address (assigned by Customer Case) for processing the incoming requests and sending responses to your customers, you may want to completely replace it with the email of yours (for example, 'support@companyname.com'). This branded email will be used by Customer Case for sending ticket notifications and processing incoming requests and comments.

First of all, you need to configure forwarding of emails from your branded email to the forum email (for example, 'forum+1350@company.customercase.com'). Once it is done, in the settings of the mailbox you need to select the From address override as mailbox type. So for your customer all your emails will come from and he/she will be sent to your branded email ('support@companyname.com'). After this you need to get the Sender Signature that will allow Customer Case to send emails as if from your branded email. After confirming the email address you will have to add SKIM and SPF records into your DNS settings.

After this, your customers will be able to send their issue reports to your branded email (for example, 'support@companyname.com'). Emails with notifications and tickets updates from Customer will show  your branded email (for example, 'support@companyname.com') in the From field. If comparing to Email Scheme #1, your customers will not see any email related to Customer Case as in Email Scheme #1 ('event@customercase.com'). They will only see your branded email when receiving emails from Customer Case and sending their issue updates to the forum.

Authenticating Your Mail Domain

Authentication of email addresses is required for Email Scheme #2. If using Email Scheme #1 you needn't do anything. For Email Scheme #2 you need to create an email signature and then add DKIM and SPF records into your DNS settings.

If you want to use your own domail name (yourdomain.com) instead of using our @customercase.com mail domain. you may want to set up the email authentication. This will ensure you that all your emails reach the inbox of your addressees. Postmark app will automatically add the signature by default, so you will be able to authenticate your own mail domain.

Why Is It Important to Authenticate Your Mail Domain

ISP's verify authentication to detect spam and prevent phishing and other kinds of fraud.

Authentication is required for the following:

  1. Securing your brand. It is used to prevent compromising messages that may damage or negatively impact your company reputation. 
  2. High-level email deliverability. This increases the rate of delivering your messages and helps ISP's not to accidentally treat your messages as spam.
  3. No alert messages. Some email clients may display the informational messages if you have not authenticated your email domain.

How Authentication Works

Considering the nature and anatomy of email technology, it is very easy to forge emails. For example, you may receive an email from your bank requesting update of your credit card, but actually it is a scam aimed to get information about your credit card or to install the keylogger to track this data.

With the authentication set up, all your emails will be sent with a specific signature that matches the record in your DNS. IPS's will use this signature to identify you and ensure that your emails are verified and safe. Emails that cannot pass authentication may be rejected or may go through additional filtration.

Customer Case treats authentication as important so any email receiving server will be able to easily tell your legitimate letters from scam emails.

Managing Mailboxes

Customer Case allows you to manage mailboxes and map them to specific forums for easy and quick communication with customers by email. Each forum can be mapped to one unique email address only.

Please avoid using the same email address for multiple malboxes. As in this case, the same issue report will be converted into tickets on each forum.

Management of mail boxes includes the following:

  • adding new mailboxes
  • deleting the no longer needed mailboxes
  • editing configuration of existing mailboxes

Viewing Mailboxes

  1. Navigate to JIRA Administration.
  2. Select Add-ons.
  3. On the sidebar, locate the Customer Case menu group.
  4. Select Mailboxes.

The list with available mailboxes will open. For each mailbox, the following information is displayed:

  • Forum - name of the forum mapped to the mailbox.
  • Inbound Email - the automatically generated email for processing incoming requests from customers. This email is mapped to the forum.
  • From Email - email address shown in emails with notifications.
  • From Name - name of the user or company on behalf of whom the email from Customer Case is sent.
  • Sender Signature - status of the Sender Signature.
  • Sending Mode - mode of sending email notifications to customers on the forum.

Creating a New Mailbox

  1. Click Add Mailbox.
  2. In the Create Mailbox form, specify the following information:
    • Forum - select the forum the mailbox you create for.
    • From email - specify email which will be shown in the emails delivered to customers.
    • From name - specify name on the behalf of whom emails will be sent.
  3. Click Create.

Setting Up Authentication

  1. Create a mailbox and map it to the appropriate forum.
  2. On the list with mail boxes, locate the appropriate mail box and click Sender Signature.
  3. In the Postmark Sender Signature form, click Create sender signature. A confirmation email will be sent to the specified email address.
  4. Close the form.
  5. In the received confirmation email, click Activate the signature.
  6. For the appropriate forum, click Sender Signature. The Postmark Sender Signature form with DKIM and SPF information opens.

Configuring DNS

  1. Log into your hosting panel and click DNS.
  2. Click a button to add a new record and select TXT as the record type. Use the instructions below for the individual authentication types.

It may take some time before the DNS settings are applied and Customer Case verifies the new records. You may encounter this during the first setup or when modifying the mailbox settings or changing mail domain. You can decrease TTL (Time to Live) parameter to speed up this procedure, but do not forget to return it to the previous value.

You cannot add multiple SPF records for one domain. If it is required you need to use include:{domain_name} for each of the records.

Setting Up DKIM Record

  1. The number.pm._domainkey.yourdomain.com record will be the host name. With some hosts you will enter that full host name, with others you'll leave off the .yourdomain.com part. 
  2. The second part that starts with k=rsa; will be entered as the TXT value. 
  3. Save the record.

Setting Up SPF Record

  1. The host name will be your domain, it will be blank, or it will be @. It may vary from host to host.
  2. For the SPF record you will have something like 'v=spf1 a mx include:spf.mtasv.net ~all'. Add this string as a TXT record. 
  3. If you already have an SPF record, all you need to add is include: spf.mtasv.net to your existing record.

Verifying SPF record

Once you have added SPF record into your DNS settings, you need to verify it.

  1. Open the Mailboxes section.
  2. Locate the appropriate mailbox and click Sender Signature.
  3. In the opened form, locate the SPF NOT VERIFIED label and click Verify.

Editing the Mailbox

You may need to edit the mailbox if you decide to use Email Scheme #2. In this case, you should change the Forum type from Reply-To field override to From address override.

  1. Locate the appropriate mailbox and click Edit.
  2. In the Edit Mailbox form, you can modify the following settings:
    • Forum - select another forum if needed.
    • Forum type - select the appropriate forum type depending on the email scheme you have chosen. Reply To field override type relates to Email Scheme #1, and From address override type relates to Email Scheme #2.
  3. Click Save.

You cannot modify values in the From email and From name fields if using Email Scheme #2 as these fields are read-only. You need to delete the existing mailbox and create a new one with the appropriate values from scratch.

Deleting the Mailbox

  1. Locate the appropriate mailbox and click Delete.
  2. Confirm the removal of the mailbox.

Removal of the mailbox makes it impossible to process the incoming requests from customers.

Configuring Email Forwarding

Email forwarding is required for redirecting the incoming emails with requests sent by the customers to some email address of yours. By default, Customer Case creates a unique email for each mailbox of the forum. This email address looks like forum+1350@yourcompany.customercase.com.Your company name is taken from JIRA Cloud account.

While having some branded email for handling requests, you may want not to change anything in it as your customers get used to it. In this case, you can configure email forwarding from your support email to the mailbox of the specific forum.

For the details on how it can be done for you mail provider, see the links below:

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