RE: [Exchange] Autoresponder for Customer Service
There is no standard way to identify automated replies. To stop mail loops with outside mail servers, you need quite a word list. Even then, you'll still get in mail loops with weird autoresponder services and you'll still need a user trained on how to break the cycle. Some of the words you'll need to cancel a reply for: Autoreply Auto reply Auto-reply Autorespond Auto respond Auto-respond Automated response Do not reply Do not respond Not monitored Noreply Out of office Etc. Daniel Wolf -Original Message- From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of Kurt Buff Sent: Monday, November 10, 2014 5:18 PM To: exchange@lists.myitforum.com Subject: Re: [Exchange] Autoresponder for Customer Service Yes, the second option is smarter. Kurt On Sun, Nov 9, 2014 at 5:34 PM, ccollins9 ccolli...@gmail.com wrote: There are two ways around a mail loop. Each way is an exception you choose in the rules wizard when building the rule in Outlook. I would prefer the second option, for obvious reasons: 1. Except if the subject or body contain specific words, then add RE: and FW: to the words list 2. Except if it as an automatic reply On Nov 9, 2014 2:57 AM, Steven Peck sep...@live.com wrote: Will this do mail loops if an auto-reply to a rule triggers this? It seems it would but I figured I would ask. From: Kurt Buff Sent: Thursday, November 6, 2014 5:13 PM To: exchange@lists.myitforum.com Excellent - this works. Learn something new every day... Kurt On Wed, Nov 5, 2014 at 1:52 PM, ccollins9 ccolli...@gmail.com wrote: Actually, there is a way to create the rule in Outlook AND not have to leave Outlook running. In Outlook, create a new rule and choose have server reply using a specific message. Then you can close Outlook and be fine. I just tested this. So I would append my earlier suggestion and not use Out of Office but say to open Outlook as the customer service account, create the rule, then close it. On Wed, Nov 5, 2014 at 3:22 PM, Kennedy, Jim kennedy...@elyriaschools.org wrote: That type of a rule is client side only.. You could do it a Transport Rule with a bounce message. From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of J- P Sent: Wednesday, November 5, 2014 3:18 PM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service But can't you just create a server side rule instead of an OoO ? Rule For all messages , reply with bla bla bla Date: Wed, 5 Nov 2014 11:02:17 -0800 Subject: Re: [Exchange] Autoresponder for Customer Service From: kurt.b...@gmail.com To: exchange@lists.myitforum.com Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure
RE: [Exchange] Autoresponder for Customer Service
Daniel, have a look at the rules in the wizard, there is an exception called Except if it as an automatic reply, so it appears outlook does have a way of identifying auto replies. Maybe something in the header? Also, I'm not sure why having a simple exception that will not reply to something that has the word RE: in the subject because most auto replies would come back with RE: in the subject. So yes that means only the first email a user sends would receive the auto reply, but it's an inelegant solution to begin with. The VIPs requesting the feature would just have to live with it. This is, if course, outside if getting a ticket system which we all know is the best idea. On Nov 10, 2014 7:05 PM, Daniel Wolf da.w...@neopost.com wrote: There is no standard way to identify automated replies. To stop mail loops with outside mail servers, you need quite a word list. Even then, you'll still get in mail loops with weird autoresponder services and you'll still need a user trained on how to break the cycle. Some of the words you'll need to cancel a reply for: Autoreply Auto reply Auto-reply Autorespond Auto respond Auto-respond Automated response Do not reply Do not respond Not monitored Noreply Out of office Etc. Daniel Wolf -Original Message- From: listsad...@lists.myitforum.com [mailto: listsad...@lists.myitforum.com] On Behalf Of Kurt Buff Sent: Monday, November 10, 2014 5:18 PM To: exchange@lists.myitforum.com Subject: Re: [Exchange] Autoresponder for Customer Service Yes, the second option is smarter. Kurt On Sun, Nov 9, 2014 at 5:34 PM, ccollins9 ccolli...@gmail.com wrote: There are two ways around a mail loop. Each way is an exception you choose in the rules wizard when building the rule in Outlook. I would prefer the second option, for obvious reasons: 1. Except if the subject or body contain specific words, then add RE: and FW: to the words list 2. Except if it as an automatic reply On Nov 9, 2014 2:57 AM, Steven Peck sep...@live.com wrote: Will this do mail loops if an auto-reply to a rule triggers this? It seems it would but I figured I would ask. From: Kurt Buff Sent: Thursday, November 6, 2014 5:13 PM To: exchange@lists.myitforum.com Excellent - this works. Learn something new every day... Kurt On Wed, Nov 5, 2014 at 1:52 PM, ccollins9 ccolli...@gmail.com wrote: Actually, there is a way to create the rule in Outlook AND not have to leave Outlook running. In Outlook, create a new rule and choose have server reply using a specific message. Then you can close Outlook and be fine. I just tested this. So I would append my earlier suggestion and not use Out of Office but say to open Outlook as the customer service account, create the rule, then close it. On Wed, Nov 5, 2014 at 3:22 PM, Kennedy, Jim kennedy...@elyriaschools.org wrote: That type of a rule is client side only.. You could do it a Transport Rule with a bounce message. From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of J- P Sent: Wednesday, November 5, 2014 3:18 PM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service But can't you just create a server side rule instead of an OoO ? Rule For all messages , reply with bla bla bla Date: Wed, 5 Nov 2014 11:02:17 -0800 Subject: Re: [Exchange] Autoresponder for Customer Service From: kurt.b...@gmail.com To: exchange@lists.myitforum.com Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from
Re: [Exchange] Autoresponder for Customer Service
Probably will not DTRT regarding mail loops. Kurt On Sat, Nov 8, 2014 at 11:54 PM, Steven Peck sep...@live.com wrote: Will this do mail loops if an auto-reply to a rule triggers this? It seems it would but I figured I would ask. From: Kurt Buff Sent: Thursday, November 6, 2014 5:13 PM To: exchange@lists.myitforum.com Excellent - this works. Learn something new every day... Kurt On Wed, Nov 5, 2014 at 1:52 PM, ccollins9 ccolli...@gmail.com wrote: Actually, there is a way to create the rule in Outlook AND not have to leave Outlook running. In Outlook, create a new rule and choose have server reply using a specific message. Then you can close Outlook and be fine. I just tested this. So I would append my earlier suggestion and not use Out of Office but say to open Outlook as the customer service account, create the rule, then close it. On Wed, Nov 5, 2014 at 3:22 PM, Kennedy, Jim kennedy...@elyriaschools.org wrote: That type of a rule is client side only.. You could do it a Transport Rule with a bounce message. From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of J- P Sent: Wednesday, November 5, 2014 3:18 PM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service But can't you just create a server side rule instead of an OoO ? Rule For all messages , reply with bla bla bla Date: Wed, 5 Nov 2014 11:02:17 -0800 Subject: Re: [Exchange] Autoresponder for Customer Service From: kurt.b...@gmail.com To: exchange@lists.myitforum.com Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
Re: [Exchange] Autoresponder for Customer Service
There are two ways around a mail loop. Each way is an exception you choose in the rules wizard when building the rule in Outlook. I would prefer the second option, for obvious reasons: 1. Except if the subject or body contain specific words, then add RE: and FW: to the words list 2. Except if it as an automatic reply On Nov 9, 2014 2:57 AM, Steven Peck sep...@live.com wrote: Will this do mail loops if an auto-reply to a rule triggers this? It seems it would but I figured I would ask. *From:* Kurt Buff kurt.b...@gmail.com *Sent:* Thursday, November 6, 2014 5:13 PM *To:* exchange@lists.myitforum.com Excellent - this works. Learn something new every day... Kurt On Wed, Nov 5, 2014 at 1:52 PM, ccollins9 ccolli...@gmail.com wrote: Actually, there is a way to create the rule in Outlook AND not have to leave Outlook running. In Outlook, create a new rule and choose have server reply using a specific message. Then you can close Outlook and be fine. I just tested this. So I would append my earlier suggestion and not use Out of Office but say to open Outlook as the customer service account, create the rule, then close it. On Wed, Nov 5, 2014 at 3:22 PM, Kennedy, Jim kennedy...@elyriaschools.org wrote: That type of a rule is client side only.. You could do it a Transport Rule with a bounce message. From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com listsad...@lists.myitforum.com] On Behalf Of J- P Sent: Wednesday, November 5, 2014 3:18 PM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service But can't you just create a server side rule instead of an OoO ? Rule For all messages , reply with bla bla bla Date: Wed, 5 Nov 2014 11:02:17 -0800 Subject: Re: [Exchange] Autoresponder for Customer Service From: kurt.b...@gmail.com To: exchange@lists.myitforum.com Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set
Re: [Exchange] Autoresponder for Customer Service
Will this do mail loops if an auto-reply to a rule triggers this? It seems it would but I figured I would ask. From: Kurt Buff Sent: Thursday, November 6, 2014 5:13 PM To: exchange@lists.myitforum.com Excellent - this works. Learn something new every day... Kurt On Wed, Nov 5, 2014 at 1:52 PM, ccollins9 ccolli...@gmail.com wrote: Actually, there is a way to create the rule in Outlook AND not have to leave Outlook running. In Outlook, create a new rule and choose have server reply using a specific message. Then you can close Outlook and be fine. I just tested this. So I would append my earlier suggestion and not use Out of Office but say to open Outlook as the customer service account, create the rule, then close it. On Wed, Nov 5, 2014 at 3:22 PM, Kennedy, Jim kennedy...@elyriaschools.org wrote: That type of a rule is client side only.. You could do it a Transport Rule with a bounce message. From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of J- P Sent: Wednesday, November 5, 2014 3:18 PM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service But can't you just create a server side rule instead of an OoO ? Rule For all messages , reply with bla bla bla Date: Wed, 5 Nov 2014 11:02:17 -0800 Subject: Re: [Exchange] Autoresponder for Customer Service From: kurt.b...@gmail.com To: exchange@lists.myitforum.com Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
Re: [Exchange] Autoresponder for Customer Service
While not this specific product, ultimately our experience with SolarWinds and their support lead us to go to a different companies product. From: Maglinger, Paul Sent: Thursday, November 6, 2014 5:01 AM To: exchange@lists.myitforum.com Interesting - one of our SAs is struggling with a Solarwinds issue now. One of the services mysteriously just stops - no explanation why. He's been working with tech support on various issues for over 2 weeks. We haven't had this many problems with it in the past. I don't know if this particular version is buggy or maybe it's sunspots. :-P -Original Message- From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of Freddy Grande Sent: Wednesday, November 05, 2014 5:37 PM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service We've been using SolarWinds WHD for just over a year now. Make sure you know what your requirements are and how many techs you have and whether that number is expected to grow. Quotes for adding tech seats and renewing licensing was pretty high compared to the sale price, our external ticketing system is being rolled into another product now. I personally haven't used it but another member in our team is constantly frustrated by its API and it doesn't seem to be of high priority to SolarWinds to fix or develop as they're not even using it. Again, it all depends on what you want from it. Freddy -Original Message- From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of Cain, Steven Sent: Thursday, 6 November 2014 5:15 AM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service SolarWinds Web Help Desk, http://www.solarwinds.com/help-desk-software.aspx There's also Spiceworks help desk software. http://www.spiceworks.com/free-help-desk-software/ Steve Cain Sr. System Administrator -Original Message- From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of Kurt Buff Sent: Wednesday, November 05, 2014 1:58 PM To: exchange@lists.myitforum.com Subject: Re: [Exchange] Autoresponder for Customer Service Solar Winds? I'll take a look at that. Kurt On Wed, Nov 5, 2014 at 10:44 AM, Damien Solodow damien.solo...@harrison.edu wrote: Agreed on getting a real ticketing system. J SolarWinds has a pretty nifty one that speaks well with Exchange and it’s available as a VM appliance so you can minimize maintenance. It’s pretty inexpensive as well. DAMIEN SOLODOW Systems Engineer 317.447.6033 (office) 317.447.6014 (fax) HARRISON COLLEGE From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of ccollins9 Sent: Wednesday, November 5, 2014 1:39 PM To: exchange Subject: Re: [Exchange] Autoresponder for Customer Service The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks
Re: [Exchange] Autoresponder for Customer Service
Excellent - this works. Learn something new every day... Kurt On Wed, Nov 5, 2014 at 1:52 PM, ccollins9 ccolli...@gmail.com wrote: Actually, there is a way to create the rule in Outlook AND not have to leave Outlook running. In Outlook, create a new rule and choose have server reply using a specific message. Then you can close Outlook and be fine. I just tested this. So I would append my earlier suggestion and not use Out of Office but say to open Outlook as the customer service account, create the rule, then close it. On Wed, Nov 5, 2014 at 3:22 PM, Kennedy, Jim kennedy...@elyriaschools.org wrote: That type of a rule is client side only.. You could do it a Transport Rule with a bounce message. From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of J- P Sent: Wednesday, November 5, 2014 3:18 PM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service But can't you just create a server side rule instead of an OoO ? Rule For all messages , reply with bla bla bla Date: Wed, 5 Nov 2014 11:02:17 -0800 Subject: Re: [Exchange] Autoresponder for Customer Service From: kurt.b...@gmail.com To: exchange@lists.myitforum.com Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
[Exchange] Autoresponder for Customer Service
All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
Re: [Exchange] Autoresponder for Customer Service
The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
Re: [Exchange] Autoresponder for Customer Service
Also, this website covers some free *nix ticketing systems. The first one, called RT, says, RT is well integrated with email functionality, supporting auto-responses, attachments, and complete customization and rules. Many end-users actually might only interface with RT via email. Emails can be logged as correspondence for tickets I've never used any of them, but it's probably worth a shot to check out. http://www.linuxplanet.com/linuxplanet/reports/7125/1 On Wed, Nov 5, 2014 at 1:44 PM, Damien Solodow damien.solo...@harrison.edu wrote: Agreed on getting a real ticketing system. J SolarWinds has a pretty nifty one that speaks well with Exchange and it's available as a VM appliance so you can minimize maintenance. It's pretty inexpensive as well. DAMIEN SOLODOW Systems Engineer 317.447.6033 (office) 317.447.6014 (fax) HARRISON COLLEGE *From:* listsad...@lists.myitforum.com [mailto: listsad...@lists.myitforum.com] *On Behalf Of *ccollins9 *Sent:* Wednesday, November 5, 2014 1:39 PM *To:* exchange *Subject:* Re: [Exchange] Autoresponder for Customer Service The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
RE: [Exchange] Autoresponder for Customer Service
There is no need to have it logged in somewhere forever and Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop The two above sentences are why it does need to be a rule and not an OOF, a customer would email this system more than once I would suspect and not get the response that the 'important' people want them to get. So your first response that this isn't a job for email is the correct answer. A ticketing system or the like is the right tool for this. From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of ccollins9 Sent: Wednesday, November 5, 2014 1:39 PM To: exchange Subject: Re: [Exchange] Autoresponder for Customer Service The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.commailto:kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
Re: [Exchange] Autoresponder for Customer Service
Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
Re: [Exchange] Autoresponder for Customer Service
Agreed on the need for a ticketing system. However, while we have a CRM with a ticketing system, it's quite outdated, and doesn't integrate with Exchange, AFAICT, and there's already huge debate regarding what we're moving to next. It'll be worth putting this on the table as a possible requirement. I'll take a look at the OWA option - an OOF might be acceptable. Thanks, Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
Re: [Exchange] Autoresponder for Customer Service
Solar Winds? I'll take a look at that. Kurt On Wed, Nov 5, 2014 at 10:44 AM, Damien Solodow damien.solo...@harrison.edu wrote: Agreed on getting a real ticketing system. J SolarWinds has a pretty nifty one that speaks well with Exchange and it’s available as a VM appliance so you can minimize maintenance. It’s pretty inexpensive as well. DAMIEN SOLODOW Systems Engineer 317.447.6033 (office) 317.447.6014 (fax) HARRISON COLLEGE From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of ccollins9 Sent: Wednesday, November 5, 2014 1:39 PM To: exchange Subject: Re: [Exchange] Autoresponder for Customer Service The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
RE: [Exchange] Autoresponder for Customer Service
But can't you just create a server side rule instead of an OoO ? Rule For all messages , reply with bla bla bla Date: Wed, 5 Nov 2014 11:02:17 -0800 Subject: Re: [Exchange] Autoresponder for Customer Service From: kurt.b...@gmail.com To: exchange@lists.myitforum.com Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
RE: [Exchange] Autoresponder for Customer Service
That type of a rule is client side only.. You could do it a Transport Rule with a bounce message. From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of J- P Sent: Wednesday, November 5, 2014 3:18 PM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service But can't you just create a server side rule instead of an OoO ? Rule For all messages , reply with bla bla bla Date: Wed, 5 Nov 2014 11:02:17 -0800 Subject: Re: [Exchange] Autoresponder for Customer Service From: kurt.b...@gmail.com To: exchange@lists.myitforum.com Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
Re: [Exchange] Autoresponder for Customer Service
Actually, there is a way to create the rule in Outlook AND not have to leave Outlook running. In Outlook, create a new rule and choose have server reply using a specific message. Then you can close Outlook and be fine. I just tested this. So I would append my earlier suggestion and not use Out of Office but say to open Outlook as the customer service account, create the rule, then close it. On Wed, Nov 5, 2014 at 3:22 PM, Kennedy, Jim kennedy...@elyriaschools.org wrote: That type of a rule is client side only.. You could do it a Transport Rule with a bounce message. *From:* listsad...@lists.myitforum.com [mailto: listsad...@lists.myitforum.com] *On Behalf Of *J- P *Sent:* Wednesday, November 5, 2014 3:18 PM *To:* exchange@lists.myitforum.com *Subject:* RE: [Exchange] Autoresponder for Customer Service But can't you just create a server side rule instead of an OoO ? Rule For all messages , reply with bla bla bla Date: Wed, 5 Nov 2014 11:02:17 -0800 Subject: Re: [Exchange] Autoresponder for Customer Service From: kurt.b...@gmail.com To: exchange@lists.myitforum.com Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
RE: [Exchange] Autoresponder for Customer Service
We've been using SolarWinds WHD for just over a year now. Make sure you know what your requirements are and how many techs you have and whether that number is expected to grow. Quotes for adding tech seats and renewing licensing was pretty high compared to the sale price, our external ticketing system is being rolled into another product now. I personally haven't used it but another member in our team is constantly frustrated by its API and it doesn't seem to be of high priority to SolarWinds to fix or develop as they're not even using it. Again, it all depends on what you want from it. Freddy -Original Message- From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of Cain, Steven Sent: Thursday, 6 November 2014 5:15 AM To: exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service SolarWinds Web Help Desk, http://www.solarwinds.com/help-desk-software.aspx There's also Spiceworks help desk software. http://www.spiceworks.com/free-help-desk-software/ Steve Cain Sr. System Administrator -Original Message- From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of Kurt Buff Sent: Wednesday, November 05, 2014 1:58 PM To: exchange@lists.myitforum.com Subject: Re: [Exchange] Autoresponder for Customer Service Solar Winds? I'll take a look at that. Kurt On Wed, Nov 5, 2014 at 10:44 AM, Damien Solodow damien.solo...@harrison.edu wrote: Agreed on getting a real ticketing system. J SolarWinds has a pretty nifty one that speaks well with Exchange and it’s available as a VM appliance so you can minimize maintenance. It’s pretty inexpensive as well. DAMIEN SOLODOW Systems Engineer 317.447.6033 (office) 317.447.6014 (fax) HARRISON COLLEGE From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of ccollins9 Sent: Wednesday, November 5, 2014 1:39 PM To: exchange Subject: Re: [Exchange] Autoresponder for Customer Service The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt NOTICE: This email is confidential. If you are not the nominated recipient, please immediately delete this email
RE: [Exchange] Autoresponder for Customer Service
I haven't caught up on this thread - but if you create a mailbox rule in OWA, you are assured that it will be a server-side rule. From: listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.com] On Behalf Of ccollins9 Sent: Wednesday, November 5, 2014 4:53 PM To: exchange Subject: Re: [Exchange] Autoresponder for Customer Service Actually, there is a way to create the rule in Outlook AND not have to leave Outlook running. In Outlook, create a new rule and choose have server reply using a specific message. Then you can close Outlook and be fine. I just tested this. So I would append my earlier suggestion and not use Out of Office but say to open Outlook as the customer service account, create the rule, then close it. On Wed, Nov 5, 2014 at 3:22 PM, Kennedy, Jim kennedy...@elyriaschools.orgmailto:kennedy...@elyriaschools.org wrote: That type of a rule is client side only.. You could do it a Transport Rule with a bounce message. From: listsad...@lists.myitforum.commailto:listsad...@lists.myitforum.com [mailto:listsad...@lists.myitforum.commailto:listsad...@lists.myitforum.com] On Behalf Of J- P Sent: Wednesday, November 5, 2014 3:18 PM To: exchange@lists.myitforum.commailto:exchange@lists.myitforum.com Subject: RE: [Exchange] Autoresponder for Customer Service But can't you just create a server side rule instead of an OoO ? Rule For all messages , reply with bla bla bla Date: Wed, 5 Nov 2014 11:02:17 -0800 Subject: Re: [Exchange] Autoresponder for Customer Service From: kurt.b...@gmail.commailto:kurt.b...@gmail.com To: exchange@lists.myitforum.commailto:exchange@lists.myitforum.com Oh, wait... OoO only responds once per customer during the period while it's configured. We'd have to turn if off and on again on a regular basis (daily, weekly), and that's not going to work... Kurt On Wed, Nov 5, 2014 at 10:38 AM, ccollins9 ccolli...@gmail.commailto:ccolli...@gmail.com wrote: The best thing you could do, if able, would be to get a ticketing system that checks the inbox of a designated account and generate tickets based on email sitting in there, then it will auto-reply to those messages explaining a ticket was created and generate an ID for the user. Footprints and Track-It are products i've used to do this. Maybe since the important folks want you all do make these improvements they would be willing to pony up some dough so you all can take the customer service to the next level. But short of that, Here's what I would do: 1. Delete the Distribution List--so you can reuse the SMTP address that it has 2. Create a new user mailbox using the same SMTP address of the deleted DL 3. There is no need to have it logged in somewhere forever. You can simply go into https://OWAAddress/ECP, manage another user, then setup an out of office auto-reply with no ending date. This is done from the server side and outside of Outlook, so there is no need to have Outlook running, ever. The only down side to this would be that the user would only get the out of office reply once. Exchange knows when a sender has already received and out of office message from a recipient--this is to prevent the bounce loop. 4. Then I would decide exactly how I want email flow to work. For example, If I want any messages sent to this new address to also get sent to all my technicians I would do this: Create a new DL containing all the technicians. Go into the EMC and bring up the account properties of the new mailbox created in step 2, under Delivery Options enable forwarding, then check the option to deliver message to both forwarding address and mailbox. Checking this will ensure that the message is both forwarded to your technician's DL address AND the out of office reply is generated and sent. On Wed, Nov 5, 2014 at 12:29 PM, Kurt Buff kurt.b...@gmail.commailto:kurt.b...@gmail.com wrote: All, We currently have a DL for customer service/technical support, and some (important) folks would like to set up an autoresponder for the address. We are running Exchange 2010, and transitioning from Outlook 2010 to 2013. I've pointed out that you can't put up an autoresponder on a DL, and that there are basically three options (AFAICT - please correct me if I'm wrong!): o- Move the SMTP address to a mailbox with a rule and have it logged in somewhere forever o- Move the SMTP address to a PF and set an autoresponder on it o- Use a third-party product. I've pointed out the risk of a bounce war, and they don't seem to care... Also, AFAICS, a transport rule will only generate a bounce message that looks weird and has only limited characters. Can you folks recommend a (fairly cheap) third party autoresponder for this kind of thing? Thanks, Kurt
