Recent Posts by brian at pukka

Topic: Help! / 404 errors

Hate to say it after your upgrades but we’re still getting these. It happens pretty repeatedly after sending a reply to an email (which is bad because we don’t know if it’s actually gone out).

Topic: Help! / Conversation Identifier - Can it be other than email?

Hrmm… do tell – when is this API slated for release? Q2, Q3, Q4?

Topic: Feature Requests and Bugs / Email Metrics

I would also like to know what our average response time to first reply to and to close a conversation. Since we’re using it as customer support, it would be good to know how good we are at it.

This would probably need to take into account some per-account parameters like what we consider “working hours” and whether or not to include weekends/holidays into the calculation.

Topic: Help! / 404 errors

Just got one, when clicking “reply” to a message. It load up the first response and then a moment later I get this:

“Your request could not be completed. Please contact support@sproutit.com for assistance. Here is the full message from the server:
404 Not Found”

The first part is at the top and in the error box space, it says the 404 not found part.

Topic: Help! / 404 errors

Guys,

We’re seeing lots of 404 errors over the past couple of weeks. Trying to view a message or send a message will randomly result in a 404 error message (the read pop-down message).

We can’t tell whether or not the messages are going out… a 404 error doesn’t make much sense since I doubt the script is moving every couple of minutes so I suspect something else is going on behind the scenes.

I know you have/had a big maintenance window scheduled for today – is it to address these stability issues or are you not seeing these?

For example, I just sent an email about 15 mins ago, or think I sent it, but I can’t tell if it went out or not because there was the error. The message closes out like when sending normally but it’s certainly ambiguous.

Help?

Brian

Topic: Help! / Nightly mailroom email is all spam

The nightly email that I’ve started getting recently from Mailroom is exclusively spam. It’s not what’s the needs attention, it’s all junk we’ve already filtered into the spam box.

If I login, I don’t see any of it, but I’m getting it via email. Any ideas?

Brian

Topic: Help! / Tags + Saved Replies

Alright, just tested grouping and that is sweet! Of course I now want to edit/move my existing tags… is there any way to either rename them or at least delete them so I can restart?

If not, possible for an admin-run tag clear and I will re-enter the 3 I have so far? (account pukkasoft)

Topic: Help! / Tags + Saved Replies

Case-insensitivity is a good decision I think, I’m merely talking about the display property for readability which I think we agree on. I didn’t know about the grouping… I’ll check that out.

FWIW, we had about 16 tags in our old account (kind of longish names like my above examples) and the last 4 or 5 were about 90% off the pop-up window to the right… no way to scroll/etc so we couldn’t use them any longer. I’ll see about using the grouping instead and maybe that will help.

Topic: Feature Requests and Bugs / New saved replies not showing up in dropdown

Ok, last post for awhile, I promise. When our old mailroom account wasn’t performing well after all of the upgrades and whatnot, we stopped using it. I set up a fresh account yesterday so I’m finding some issues as I start heavily using it again.

This time around I am choosing to manage saved replies by hand. This morning I signed in, received an email I wanted to create a saved reply for and saved it. I went back to needs attention, opened it, clicked reply and my saved reply is not available in the “saved reply” dropdown.

I am guessing I can log out and back in to get it but I’m sure you’ve intended it to automatically populate that.

UPDATE: yes, logging out and back in, the new saved reply is in the suggest box.

PS: It would be nice to have a checkbox on the compose screen to save a reply as you’re editing? Would make the workflow of adding new replies when you’ve elected to manage them by hand a little easier. I realize adding to the UI is a complex decision but for those that choose to manage them by hand (kind of anal-retentive freaks like myself), it would be a useful control – especially in the getting-up-to-speed period.

Topic: Feature Requests and Bugs / People shouldn't include spammers

Is it possible to not create a “People” entry for emails flagged as spam? Had the account open for 16 hours or so and already have 20 people with conversations (but 17 I think are just spam). It’s also attaching these conversations to my account (even though I’ve never seen them – they were auto-categorized as spam (perfectly I might add!))

This makes the people page useless for us. Maybe offering someway to sort by the number of conversations would at least help us identify real from not real.

Thanks!

Topic: Help! / INSERT Codes

Thanks!

Topic: Help! / Tags + Saved Replies

While we’re talking about tags – is there a reason why it doesn’t respect our CamelHump case that we put in? Going from “QuestionForOrganizers” to “questionfororganizers” is not so great for readability.

Topic: Feature Requests and Bugs / Mobile access

That would be a more portable solution and one that would work for us. It would be a deal-breaker for us not to have suggested replies but I’m sure you’ve got something in mind already. Thanks!

Topic: Feature Requests and Bugs / IMAP Support

While my mobile access request would solve the problem for our company and would be our preference, another option would be supporting IMAP stores.

This would let us continue to access our email on our server and work with it for the times that we can’t get to Mailroom.

Although we could achieve some similar things with a POP account, we prefer IMAP because of the additional options it gives us. Some mail servers don’t support POP access (we generally don’t allow it).

Thanks for the consideration.

Topic: Feature Requests and Bugs / Mobile access

It would be helpful if there was a limited functionality version of Mailroom available for limited HTML/mobile browsers. As a small business owner, I am frequently on the go and my “team” of customer service agents are often out of their office and away from their computer. However, just about all of them can get online with their phone.

While the user experience would suffer, it would be really helpful to have a version of Mailroom accessible via phone that would let us answer urgent inquiries without reverting to regular email (especially since the keyboards all kind of suck).

The use case would be something like:

• Email/RSS notification of pending inquiry
• Sign in to mobile Mailroom
• Be presented with Needs Attention messages
• Ability to work with them one by one, selecting a suggested reply and/or editing it by hand and sending

The workflow would suffer compared to full Mailroom however it would let us rely on Mailroom exclusively instead of having to run a split of mailroom and manually replied email.

I can see the ability to also look in other folders but I don’t think you need preferences editing, saved reply editing, adding users, people management or anything else from the mobile version. Just very straightforward webmail with Suggested Reply support to let us 1) use mailroom 24/7 and 2) save us from typing on crappy mobile keyboards.

Thanks for the consideration!

Topic: Help! / Tags + Saved Replies

Do tags and saved replies interact at all? I always assumed they did but just read the features page looking for answers to my INSERT question and it doesn’t seem to indicate they do.

The way we were using tags was to have tags like:

CancellationsAndRefunds
QuestionForOrganizer
EventSetup
PraiseAndKudos

etc… and we would tag the message as appropriate. It would make sense, in our model, for the Suggested Replies to leverage those tags as part of its decision making process but perhaps other people are using them in a way that would prohibit this.

Thoughts?

Brian

Topic: Help! / INSERT Codes

If I recall correctly, there were more INSERT codes available than are listed in the FAQ for our use. Could you document them here (or there)?

Specifically I’d like to know a few things:

• What happens if the value is empty? Any way for us to avoid the awkward Hello(space), when the value is blank?
• We’d like to keep our replies generic and sign our display name or something similar automatically to whomever responds to the email like INSERT_SENDEr and I think I remember something like this existing

I love the new forums – no more fifty tries to sign in or post AND you created a “personal” account step – sweet! I think you’ll be seeing our money soon!