Overview

This page allows you to configure the From Address used for emails sent out from Vivantio.

Guidance

Navigate to the Admin Area > Setup > Outgoing Email > From Address

System Email Address: This will be used as the from address in any automated outgoing emails including those sent to your customers.


Allow mailbox address to be used as from address for outgoing email: Tick this box to allow outgoing mail to appear to be sent from the mailbox that the email was originally sent to.

Caution is needed here as if your mailbox was not the To email address i.e is in the CC list then the system will spoof the To address as the From Address. 

Details of configuring the Mail Services can be found here

Alternatively, with the box unticked all outgoing email will be sent from the System Email Address or the email address specified as the From address on the Mail Service configuration Credentials Tab.   

If an email is sent from the system that does not relate to a ticket that was created by email then the System Email Address will be used.

Intelligent History Update: This functionality allows Vivantio to capture only the relevant updates in an email rather than the whole conversation, parts of which might already be in previous notes. If it is not enabled only the first 100 characters of the message will show in the history. 

When enabled, outgoing emails from Vivantio will be pre-pended with the text entered in the box, so it will show at the top of the email as shown in the example below:




When the user replies, all text above the tag line will appear in the Ticket History tab as shown below.

Content below the line will not be visible in the Ticket history, but will still be visible via the view incoming email option (the yellow envelope at the top right of the History). 

If you do not enable this option only the first 100 characters will be visible in the history, clicking on the yellow envelope will show the whole message.

Please Note: For the Intelligent History to be available, you will need to enable the 'Rich Text Notes' option in your Global Settings.

Example

Outgoing mail in the Operational Area: When viewing the history of a Ticket, the Customer Outgoing Email Icon may be in one of three states:

  Hourglass: The email is queued ready to be sent from the system. No attempt has been made to send the email yet

  Standard Icon: The email has been sent successfully

  Error: An attempt has been made to send the email, but an error has been encountered

Reviewed: 03 March 2022