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Blog » Improvements to Email Integration
We’ve addressed issues with Beetil’s Email Integration to reduce confusion in the cases where inbound emails are rejected by Beetil. Instead of sending emails straight back to the sender, account administrators can nominate an email address to receive the bounce-back emails. We’ve also improved the content of the bounce-back emails to try and help people determine exactly why the email was rejected.
To set up the bounce-back address go to: Admin > Customer Portal > Email Settings.
You’ll see the new “Send Rejected Emails to” field. Rejection emails will be sent to this email address. If it is left blank then rejection emails will be sent to the account administrator. We’ve found the original sender quite often has no idea what went wrong and the account administrator or other support person is best placed to help-out the customer or user.
You can also choose to reject incoming emails from unknown customers – that is, reject emails from customers who don’t already exist in your Beetil account. This is particularly handy if you have set up your Beetil account to only support the customers you have in your account.
The format of rejection emails is now much nicer too – detailing the original sender; what the intended beetil address was (e.g. a specific incident); an explanation for why it was rejected; and followed by the original email message:
We’ve extended the explanations of why a user’s or customer’s email might have been rejected from Beetil and they are described below:
- Sender Not Found: The ‘From’ email address they used is different to the one Beetil has for them (e.g. john.smith@company-x.com vs. john_smith@company-x.com). Either their email address needs to be updated in Beetil or they need to be instructed to use a correct ‘From’ address when sending emails to Beetil. The user or customer can check their expected ‘From’ address themselves in their My Details page.
- Sender Integration Key Not Found: The ‘To’ email address they used could be incorrect. That address includes an ‘email integration key’ (e.g. ‘abc123de’) and is specific to their ‘From’ (or Beetil logon) email address. Check to see what their correct email integration key is Admin > Users or Admin > Customers. They can also check this themselves in their My Details page.
- Service Not Found: The service could not be found. Perhaps there is a spelling mistake in the service name, or the service has been deleted and no longer exists? Note that a hyphen is used to replace any space in the service name.
- Service Access Denied: The sender does not have access to have the service: Service Name. Please get your Beetil account administrator to grant access to this service.
- Beetil Not Found: The addressed beetil ID does not exist.
- Beetil Access Denied: The sender no longer has access to update the addressed beetil. If the sender was on the ‘External CC’ list, The sender’s email address might have been removed from the ‘External CC’ field on from the addressed beetil ID. Or if the sender was the customer, they might have been removed from the addressed incident.
We hope that by extending these rejection explanations and allowing account administrators to receive them instead of the sender, any issues with email integration can now be resolved a lot quicker than before.
As always, we’d love to hear your feedback. Drop us a line at support@beetil.com or log your thoughts and suggestions via Feedback in Beetil or via your Beetil Support customer portal logon.