Great timing for this conversation. Just this week I started building an app so we can start to transition from our one-off filters on the AR System Email Messages for into a data-driven process. I don't consider our system to be particularly high-volume for incoming messages though.
Taking a quick look (Crystal Report) we have been averaging about 300-400 incoming emails a day during the workweek for a few weeks. Back in July we have a few 800-900 incoming email days. We haven't really had a way to quantify like Levi does regarding good vs. bad. I am interested to know more how he is doing that. I did a spot check on a few of the 900 days and it did look like a large majority were valid system emails that should create Incidents. I would be curious to see if we are getting spam. There are many cases where people reply to the emails that say DO NOT REPLY and we have never had workflow to update requests (yet). I also tend to see a fair number of out of office replies when I take a look at what has been coming in. Up to this point we use only one incoming address and workflow handles it from there. I am building the new app to capture what inbox the message came in to so we can start separating processes/rules by inbox in the future if we want to. Jason On Wed, Aug 19, 2015 at 1:14 PM, John Sundberg < [email protected]> wrote: > ** > Levi, > > Great stuff. > > So - in general it seems as if the incoming mail is pretty highly > standardized and is reasonable to automate (in terms of updating tickets > ???) > > Would you say you use the inbox for a “variety” of “routes” — or do you > have different email accounts for different functions? > > (I am just trying to get my head around using email for automation) > > > -John > > > > > > On Wed, Aug 19, 2015 at 2:40 PM, Lippincott, Levi (OMA-GIS) < > [email protected]> wrote: > >> ** >> >> John, >> >> >> >> I don’t know if we have a “high-volume” but I just ran a report and this >> is what I show over the past 2 weeks, excluding weekends. >> >> >> >> We averaged 2,454 emails per day with our lowest day being 1,806 and our >> highest being 2,998. >> >> >> >> For “good” emails we averaged 95.6% with our lowest being 94.3% and our >> highest being 97.0%. >> >> >> >> The only real “non-good” types of emails we have are when someone is >> trying to update a specific ticket with a reply and the subject line is >> formatted improperly to allow the ticket # to be pulled out. >> >> >> >> We accomplish this by filtering out almost all other “non-good” types of >> emails on the mail server. All spam is filtered at the corporate messaging >> level so we do not handle that, I suppose a few might slip through the >> cracks. >> >> >> >> All bounce-backs and auto-replies are automatically deleted on the >> mailbox side, with the exception being if there is a ticket number in the >> subject line to update the ticket. This allows a support staff member who >> is trying to troubleshoot an issue know if the person they are trying to >> contact is out of the office. >> >> >> >> For giggles below is my quick/dirty spreadsheet of the data. >> >> >> >> >> >> *Date* >> >> *Incoming* >> >> *Outgoing* >> >> *Update* >> >> *Bad* >> >> *Good Average* >> >> 8/4/2015 >> >> 2395 >> >> 20909 >> >> 1585 >> >> 98 >> >> 95.9% >> >> 8/5/2015 >> >> 2602 >> >> 21934 >> >> 1766 >> >> 77 >> >> 97.0% >> >> 8/6/2015 >> >> 2423 >> >> 18722 >> >> 1601 >> >> 96 >> >> 96.0% >> >> 8/7/2015 >> >> 1977 >> >> 15308 >> >> 1372 >> >> 82 >> >> 95.9% >> >> 8/10/2015 >> >> 2820 >> >> 22292 >> >> 1835 >> >> 109 >> >> 96.1% >> >> 8/11/2015 >> >> 2661 >> >> 22410 >> >> 1686 >> >> 151 >> >> 94.3% >> >> 8/12/2015 >> >> 2998 >> >> 22451 >> >> 2133 >> >> 114 >> >> 96.2% >> >> 8/13/2015 >> >> 2494 >> >> 21355 >> >> 1726 >> >> 111 >> >> 95.5% >> >> 8/14/2015 >> >> 1806 >> >> 14930 >> >> 1250 >> >> 93 >> >> 94.9% >> >> 8/17/2015 >> >> 2607 >> >> 22212 >> >> 1664 >> >> 136 >> >> 94.8% >> >> 8/18/2015 >> >> 2725 >> >> 22895 >> >> 1766 >> >> 136 >> >> 95.0% >> >> 8/19/2015 >> >> 1945 >> >> 15853 >> >> 1312 >> >> 82 >> >> 95.8% >> >> Average >> >> 2454 >> >> 20106 >> >> 1641 >> >> 107 >> >> >> >> >> >> I hope that helps or answers your question. >> >> >> >> *Levi Lippincott / *Remedy Administrator >> >> >> >> +1 402 561 7014 office >> >> +1 402 321 5421 mobile >> >> [email protected] >> >> >> >> *Interpublic Group* 6825 Pine Street, Omaha, NE 68106 >> >> >> >> *"Talent is a Gift; But Character is a Choice." -Matt Grotewold-* >> >> >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> [email protected]] *On Behalf Of *John Sundberg >> *Sent:* Wednesday, August 19, 2015 11:54 AM >> *To:* [email protected] >> *Subject:* High volume email inbox >> >> >> >> ** >> >> >> >> Just wondering … who feels they have a “high-volume” inbox for their IT >> group? >> >> >> >> And if so — how many incoming mails do you get a day??? >> >> >> >> And … roughly >> >> -what % are “good” >> >> >> >> And — generically - how do the “non-good” emails breakout? >> >> - bounces? >> >> - auto-response? >> >> - spam? >> >> >> >> >> >> Or ???? anything else that would be good >> >> >> >> >> >> Thanks, >> >> >> >> -John >> >> >> >> -- >> >> *John Sundberg* >> >> *Kinetic Data, Inc.* >> >> *"Your business. Your process."* >> >> >> >> 651-556-0930 I [email protected] >> >> www.kineticdata.com I community.kineticdata.com >> >> >> >> >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> >> This message contains information which may be confidential and >> privileged. Unless you are the intended recipient (or authorized to receive >> this message for the intended recipient), you may not use, copy, >> disseminate or disclose to anyone the message or any information contained >> in the message. If you have received the message in error, please advise >> the sender by reply e-mail, and delete the message. Thank you very much. >> _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > > > -- > > *John Sundberg* > Kinetic Data, Inc. > "Your business. Your process." > > 651-556-0930 I [email protected] > www.kineticdata.com I community.kineticdata.com > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
