Email & helpdesk
Set up & manage your business correspondence
What to keep in mind while writing an email?
Nowadays, the amount of received emails is enormous, so you should take very good care of the content sent to your clients. It’s important that receiv...
Configure and manage e-mail
Configuring e-mail in Sugester In this help article you will find an overview of all the key questions related to configuring, sending and managing e...
Tasks/emails notifications
Sugester can send notifications to the new system tasks, comments or emails. You can also find system notifications in the right top panel, after clic...
Post's date and hour
In your inbox, by the right side of the posts, you can see the date and hour, on which it appeared in the system. Dependent on activities with a post ...
Improved email deliverability - SPF and DKIM records
Configuration below improves email deliverability sent from your own address so they won't go to the spam folder in recipient's email box. This proble...
E-mail threads
From now on in Sugester you can switch on conversation threading for e-mails. With this option switched on, long e-mail exchanges will no longer appea...
Response rating
Gauging your customers' satisfaction is the key to growing a business. Collecting feedback about your team's communications with clients is a valuable...
Separate e-mail address for each co-worker
Having a separate mailbox and e-mail address for every user can be very useful. For example, all tickets and questions sent to helpdesk@yourcompany.co...
Automatic replies to emails (autoreply)
Autoreply can be set up for any mailbox you have in Sugester. For example: if one of your addresses is help@company.com, all emails sent to this addre...
How to add an email box to Sugester
In Sugester you can send emails from your own email addresses. You can add many email addresses with different domains to your Sugester's account (eg....
Use Auto BCC feature
If you need your correspondence with a client to be sent also to your supervisor, another Sugester user, or your boss, just enable the Use auto BCC fe...
Email box verification
In Sugester, email boxes outside of sugester.pl/sugester.com domain have to be verified. You do that to make your account and emails safer. Email box ...
SMTP mail with Sugester
Using SMTP in Sugester allows you to send e-mail from Sugester's dashboard. To use this feature, go to Settings > Mailboxes > New mailbox, scroll to t...
How to send emails from Sugester keeping a copy of the email on your own inbox (SMTP).
Note: saving outgoing messages does not work for all email providers. Messages sent by the SMTP protocol are saved and sent only in Gmail. To send e...
How to send emails from your own address
To send emails from your own email address (other than the one you used to register) please do as follows: Select Settings > Email settings > Email...
How to set up MX records to point to Sugester
Sugester allows you to redirect all incoming mail to all e-mail addresses for the domain by adding the MX record. For the content of the MX record nee...
Set up Yahoo e-mail forwarding
To start forwarding email from Yahoo to Sugester follow the steps below: Login to your Yahoo Mail account. Go to Settings > Accounts. Click on the...
Receive e-mail through Sugester Helpdesk
Sugester is a great tool for optimizing e-mail communications within your organization. You can read about a successful implementation of our system o...
Receiving emails in Sugester
Sugester Helpdesk pozwala usprawnić i przyśpieszyć obsługę e-maili firmowych. Sugester makes it much easier to deal with your emails. You can assign e...
Set up Gmail redirect to receive email in Sugester
Setting up Sugester to work with your e-mail account is very simple. Just follow these steps (they’re based on Gmail, but most services look similar):...
Custom email footers
Every mailbox configured in Sugester can have its own custom footer. You can reach this setting by going to Settings > Mailboxes and clicking on the m...
How to delete Sugester link from email footer
In e-mail footer, by default, you can see ‘Powered by Sugester’ notation with a link to our website. If you don’t like it this way, select Settings > ...
How to add picture to the footer
To add picture to the e-mail footer, first you have to upload it to the ‘Files’ module. You can do this by selecting ‘Shortcuts’ on the top of the pag...
Custom email filters
Not all unwanted messages can be easily filtered out by our automated algorithms. Sometimes human internvention is necessary to catch all offending em...
Filters - the ability to set the recipient's email address
A new feature has been added to the filter options in the e-mail configuration - the ability to set the recipient of a message. From now on, the email...
Filters - Assign to user; to folder; to project; to department. Change into an assignment
Sugester has the option of using a universal filter - this will enable you to redirect specific emails (or emails from specific domains) which are rec...
Filters - converting email into a client
Sugester enables you to create a special filter, which will scan the default content of the email and convert it into a new customer in the database. ...
Filtering messages/tasks which contain a specific phrase or phrases (OR, AND)
Filters have been provided with a new extension - since now they have the functionality of OR/AND. If you want your filter to be even more effective, ...
How to divert only selected messages from Gmail into Sugester
If you wish to receive your clients emails which were sent to Gmail to Sugester, you can setup a redirect for your Gmail account. This will allow you ...
Mark as read/automatic email archiving
It is a common occurrence that you find yourself flooded with emails, which you do not actually have to read, and their growing number turns your inbo...
How to invite new users (co-workers) to your account
To add new users to your account, simply invite them by going to Settings > Users and click the button marked +Add user You will see the following sc...
E-mail templates (canned responses)
If you've ever worked customer support, you know that some questions just keep getting asked, no matter how many times you've already answered them. T...
How to set the period after which messages are displayed as 'delayed'
Sugester allows you to control time for responding to emails. This way your customers are more satisfied, because they can get response to their email...
Helpdesk basics
1. What is a helpdesk? Helpdesk is the part of your company which deals with customer’s issues and questions. Helpdesk employees deal with issues like...
Agent collision detection
Things can get messy when two people start working on the same thing without knowing about each other. This is why we added a new feature to Sugester ...
Email archive import - zipped .eml files
Maintaining continuity can be a challenge when you're transitioning between customer support systems. This is why Sugester now includes an email archi...
How to get SMS notification when you receive an email
to enable SMS notification to alert the user through SMS about every incoming email on his mailbox, first integrate Sugester with SMSAPI account (SMS...
How to add an internal comment in a single email thread
To add an internal comment to an email (i.e. for the purpose of redirecting the email to another team member) you have to the use the drop-down menu i...
Sharing email threads with coworkers without access
Thanks to this feature you can easily share email threads with your coworkers and not care about their privileges. In Sugester using departments, role...
How to send emails to multiple recipients and hide recipients' addresses?
It happens quite often, that you want to send the same email to a few people at the same time but you want a recipient to see his/her email address on...
Can I add the same mailbox in two different Sugester's accounts?
The answer is - yes, in theory, but remember that the mailbox will be active in one account only (to send and receive emails). In Sugester the same ma...
Automatically merging of emails dispatched to many (merging of duplicate emails)
If you are using Sugester to handle customer requests/suggestions, it may just happen that an impatient client will dispatch a duplicate email to mult...