LL - Main mail box spam check process

Video: https://www.loom.com/share/a4a1a10db6ec4ca391dae4c5ca02af4a

Steps: 

NOTE: ALL emails arrive in the main gmail email box FIRST, and are then copied/forwarded to help scout. The main mail box is the master email account. Please protect it and be careful not to make mistakes in it.

1. First, log in to the  main mail box (example mail@delmarlaboratories.com or mail@suncoastsciences.com). (access to these along with current OTP are located in 1pass).

2. Go to the "SPAM" folder and review each email that has been added to spam. 

• Look for emails that are from legitimate customers. 
• Open the emails and view the content to make sure. 

3. If a customer email has found its way to spam in the main mail box, it never arrived in HelpScout. 

• The first step is to forward it back to the mail box address. 
  • For example, If it arrived at mail@suncoastsciences.com you will forward it to that same address.  What you are doing is sending it back to the main mail box so it can be forwarded to Help Scout.

4. Once you forward the email you can then "un-spam" it the main mail box. 

• Sometimes google also adds a "looks safe" button. If they do, make sure and click "looks safe" first and then "un-spam" the email. 
• Note: ALWAYS forward to the appropriate support mailbox - then remove from spam. If you un-spam first, the email will move to the inbox and you'll lose it. 

5. The email will arrive now in HelpScout appearing to be from mail box you forwarded it from instead of the customer(example: mail@delmarlaboratories.com). 

• Locate the email in HelpScout and click the "change customer" option, in the customer record area and update the ticket with the correct customer name/email.  This changes the name of the customer from the "mailbox" to the "customer" so the email can be serviced, and become part of their history. Always make sure to use the "change customer" feature.

6. Once you've forwarded then removed any legitimate customer emails from the spam box in the main mail box - you can delete all the real spam. Click "delete forever".

7. Next, go to the inbox of the main mail box and look for junk email that needs to be added to spam. Place a check mark next to each, then click "add to spam". 

8. Finally, check the "spam" folder in each mail box in HelpScout. These are emails that arrived from the main mail box - so we need to view each one and make sure first that it is truly spam. If so, search for the email in the main mail box and spam it there, then delete it from help scout. If it is not spam, move it out of spam in help scout so it can be resolved. Doing this reverse process helps keep true spam from ever arriving in HelpScout in the first place. ;-)

NEVER Spam:

• Emails sent by our company
• Out of office or Vacation reply's from a customer
• Any type of email sent by a legitimate customer
• Emails from customers about their order, customer service needs
• Bounced or Undelivered emails

ALWAYS Spam:

• Obvious spam
• Junk Mail
• Linked in or google+ invites
• Marketing offers