Don't make these mistakes when handling email in Sugester
8 deadly sins of email handling in Sugester
Don't send customer replies via a task
Although the task view visually resembles an email thread and tasks - just like emails - have a "Reply" button, you can never send a message to a customer using a task. Why? Because it's internal communication. Simply go to the customer profile and send the email from there.
Don't send a reply to a customer's email if you've already converted the message to a task
In Sugester, you can convert an email into a task with one click. Why? To speed up your work and avoid retyping the email content. However, remember that once you convert an email into a task, the task won't become an email again. You'll have to send a new email from the inbox. Why? See point 1.
"Assign email to user" is not the same as "Forward"
When you assign an email from your inbox to another user in the system, you transfer the entire thread. This means the message is no longer visible in your inbox, only in the selected user's inbox, and they are now responsible for handling it. And the "Forward" option? It works exactly the same as in other email clients.
Don't delete emails from the trash
Why? Because they'll come back shortly, only to be automatically deleted after 30 days.
Don't tell your supervisor you didn't see the email
That won't fly with Sugester. Every email displays system activity logs, from which your boss can literally read everything, including when you first viewed the email.
Don't send emails to customers using public sending
If you have several identical emails to send to different customers, use the "Multiple recipients" option, which works like a mailing and sends individual emails to each customer. Using the "Send publicly" feature risks angering - not just your customers - because every recipient, in this case, will also see the email addresses of all other recipients.
Don't wait for incoming emails in Sugester if you haven't set up email forwarding
Did you add a mailbox to Sugester, send an email to it, and nothing? It's not visible in the inbox? That's because you haven't set up forwarding of that mailbox to Sugester at your email provider. That's a prerequisite for receiving emails in Sugester.
Don't look for emails in your inbox if you skipped the "User" field when adding the mailbox
Did you add your mailbox to Sugester with your own name, and emails sent to that mailbox are disappearing? Check the "To be assigned" folder! All your emails will end up there until you fill in the "Assigned user" field in the mailbox settings.
