Email Support Decision Tree

Last updated 3 years ago First published 31 March, 2017

Email English Rating: ALL ages Shortest path: 3 nodes Longest path: 15 nodes Possible solutions: 29
Transcription
  • What is the customer’s account status? Disconnected. Connected or on Seasonal Disconnect.. Disconnected for Non-Payment.
  • The customer must pay their arrears and get reconnect before they will have email access..
  • Only connected customers or customers on seasonal disconnect have email access..
  • What does the customer need help with? Other. Password Reset. WebMail. Email Settings.
  • What email domain is the customer using? Other. @baudoux.ca. @aski.ca. @littleloon.ca.
  • What are the mail settings for an @littleloon address? Incoming Server: imap.littleloon.ca, Port 993, Security SSL. Outgoing Mail Server: mail.littleloon.ca, Port 43005, Security requires username and password. See picture to left for full details..
  • Visit: http://www.littleloon.ca/emailConfig.php for common email client set up instructions.
  • What are the mail settings for an @aski.ca address? Incoming Server: imap.aski.ca, Port 993, Security SSL. Outgoing Mail Server: mail.aski.ca, Port 43005, Security requires username and password. See pictures below..
  • Select IMAP. IMAP, Incoming mail server imap.aski.ca, Outgoing mail server (SMTP) mail.aski.ca, User Name: fullemail@aski.ca, Password: email password.
  • My outgoing server (SMTP) requires authentication. Advanced Mail settings: Incoming Server (IMAP) port 993 with SSL, Outgoing Server SMTP: Port 43005 with encryption type none.
  • If the mail settings are as shown in the photo to the left click finish.. For other email clients including iOS visit the link below.
  • http://www.littleloon.ca/emailConfig.php.
  • What are the mail settings for an @baudoux.ca address? Incoming Server: imap.baudoux.ca, Port 993, Security SSL. Outgoing Mail Server: mail.baudoux.ca, Port 43005, Security requires username and password. See pictures below..
  • Select IMAP. IMAP, Incoming mail server imap.baudoux.ca, Outgoing mail server (SMTP) mail.aski.ca, User Name: fullemail@baudoux.ca, Password: email password.
  • My outgoing server (SMTP) requires authentication. Advanced Mail settings: Incoming Server (IMAP) port 993 with SSL, Outgoing Server SMTP: Port 43005 with encryption type none.
  • If the mail settings are as shown in the photo to the left click finish.. For other email clients including iOS visit the link below.
  • http://www.littleloon.ca/emailConfig.php.
  • Is the domain hosted by Little Loon? No. Yes.
  • Please escalate a ticket and include the email address the customer needs help with..
  • Please refer the customer to their email provider. .
  • Are you talking to the account holder or someone authorized to reset the password on this account? Yes. No.
  • Find out what email address needs the password reset. Open the Email tab in BAM4. To the right of the email address they want to change the password on please click edit. Change the password to a new one that is at least 6 characters long and includes at least one number and at least one letter..
  • Please ask the caller to have the account holder call back..
  • Can the customer log in to their webmail? Yes. No.
  • What problem are they having? Other. Cannot send emails..
  • Resolve issue if you can, otherwise escalate ticket with details of customer's issue..
  • Reset the customers email password. Now can they send? Yes. No.
  • Please mark ticket as resolved and ask the customer to call back if they have further issues..
  • Are they trying to send an email with a total attachment(s) size greater than 20 MB? No. Yes.
  • The maxium attachment size cannot exceed 20 M.
  • Resolve issue if you can, otherwise escalate ticket with details of customer's issue..
  • What error message are they getting? ERROR: Verification code entered did not match image.. Unknown user or password incorrect..
  • Either the email address or password was entered incorrectly. If the customer is unsure of their password please restart the decision tree..
  • The verification code entered on the login page did not match the one in the image..
  • What kind of problem is the customer having? Sending. Receiving.
  • What Error message is the customer getting? Error message that says "A copy has been placed in your outbox. The recipient was rejected by the server because it does not allow relaying.. None. Cannot connect to your outgoing SMTP server.
  • Solution.
  • Is the outgoing SMTP port set to 43005? Yes. No.
  • Does the device have a working internet connection? No. Yes.
  • Solution.
  • Establish a working internet connection and then please restart the decision tree..
  • After setting the outgoing mail SMTP port to 43005 can the customer send emails? No. Yes.
  • Please mark the ticket as resolved..
  • Please restart the decision tree..
  • Is the username and password filled in on the primary outgoing mail server? How do I check?. Yes. No.
  • Have the customer delete their password and enter it again and then tap done. Can the customer now send eMails? No. Yes.
  • Please mark the ticket as resolved..
  • Resolve issue if you can, otherwise escalate ticket with details of customer's issue..
  • Have the customer enter their email address in the username field and their email password in the password field and then tap done. Can the customer now send eMails? No. Yes.
  • Please mark the ticket as resolved..
  • Resolve issue if you can, otherwise escalate ticket with details of customer's issue..
  • Go to Settings > Mail, Tap on the eMail Account, Scroll down to Outgoing Mail and tap on SMTP, Tap on Primary Server, Fill out both the user name and password in the Outgoing Mail server. Tap done, and then try to send an email. Can they now send? No. Yes.
  • Please mark the ticket as resolved..
  • Resolve issue if you can, otherwise escalate ticket with details of customer's issue..
  • What Error Message is the customer getting? None. Answer. Answer.
  • Solution.
  • Solution.
  • Solution.

Related Topics

More from this iBosker