EmaiL Parser
- 1. Email Parser
- 2. Topics to be covered Email Headers and parsing of headers Email Queues, key points to keep in mind while inserting email queues. SMTP settings and Errors. Comparison between Zendesk, Classic Kayako and the new Kayako. Case Study.
- 3. Email Headers Every email message includes a block of text which contains the routing information of the email i.e, all servers from where it has passed to reach you, sender’s and recipient's details along with the actual message. If we can read these email headers, we can identify the Email Delivery issues. Email Headers is made up of several parts: From , Subject , Date, To, Return-Path, Received, Dkim-Signature & Domainkey-Signature, Message-id, Mime-Version, Content-Type, Message Body. Here, we learnt how we can read the email headers using mxtoolbox, issues due to php() mail function, SMTP and SPF.
- 4. Parsing Email Headers 1) Save the headers to be parsed in a text file under php folder of your server. 2) Open the admin panel and make sure the email queue inserted is PIPE. Further, settings for autoresponder, user registration are disabled. 3) Open CMD. 4) Access the path to the file where headers are saved and use the PIPE command to parse it. Note: by default, always C drive is used, so complete command is like: C:xamppphp>type 1.txt | php C:xampphtdocs475consoleindex.php Where 475 is the folder name of the installation
- 5. However if your installation is on some other folder, then use this command to change the drive: cd /d d: And them complete command would be like: D:xamppphp>type 1.txt | php D:xampphtdocs475consoleindex.php
- 6. Common error while inserting Email Queues While inserting an email queue, you might get an error message like: Missing Fields One of the required field is empty or contains invalid data;please check your input When it happens, go to the 'Ticket Options' tab for the email queue and check all the properties. All should be there like department, ticket type, status, priority. For example: If the Ticket Type is linked to all other departments, and none is available for current department which is selected in the email queue. To proceed, you need to select a ticket type that is not linked to any department or a ticket type that is linked to the department associated with the queue. So, insert a new or free one from the existing.
- 7. Fine Tuning email queues to prevent future issues: Check under Email Parser Settings for some specific settings. 1. 'Maximum number of emails to download in a batch' 2. 'Email size limit' 3. 'Prioritize email content type' 4. 'Maximum email log size'
- 8. SMTP Settings and SMTP Errors 1) 2-possible authenticators 2) Expected response code 250 but got code "530", with message "530-5.5.1 3) Client does not have permissions to send as this sender, error message: `550 5.7.1` 4) Uncaught Exception Expected response code 220 but got code "" 5) Connection could not be established with host smtp.gmail.comm
- 9. Comparison between Zendesk, Classic Kayako and The New Kayako (Current Release) 1) The New Kayako has the functionality to communicate between two instances like you can easily send and receive emails from one Kayako to the other Kayako. It has been possible because message id is used to append replies. This functionality if not available neither in Zendesk of Classic Kayako as they both use concept of ticket id. 1) Sending HTML emails is possible in the New Kayako as well as Classic Kayako where Zendesk sends only plain text mails 1) Both Zendesk and the New Kayako use PIPE mailbox type whereas you can use POP, POP3,IMAP,PIPE in classic Kayako 1) DKIM is only possible in the new Kayako and Zendesk where in case of Classic Kayako,it can be setup on for desks which are using SMTP details as it has to be setup at the mail server.
- 10. Case Study Company Name: BORN With Kayako since 2006 This company makes one of the most beautiful e-commerce sites and online stores for big brands. Some of which include: 1) Harley-Davidson: http://www.nycharleydavidson.com/ 2) Red Bull: https://www.redbullshop.com/en/ 3) DKNY: http://www.dkny.com/ 4) Tom Dixon: https://www.tomdixon.net/uk/
- 11. Issue/Need Data was maintained in excel sheets, which was a lot of manual work. There was a very short learning curve for our support staff as the conversation with the clients were done via emails of different staff members where data was managed on excel sheets with information on the queries asked and answers received so that information is available to everyone across the company on the shared drive. Same was done for chats and calls too. As the number of customers increased, maintaining the data became a challenge and started to affect response time and productivity.
- 12. Solution: Kayako (support.freshmediagroup.com) was chosen as it was user-friendly, and customizations can be easily made as per the business aligned. The company is with Kayako since 2006. Around seven departments each linked to an email que Ue Breaklines are used in templates so that only recent replies from customers are appended to tickets. Different template groups: templates and automatic emails all are modified per the customers in different template groups.
- 13. Result: Kayako has helped in maintaining the data related to each customer i.e chats, emails, calls linked to customer’s account which is easy to locate. Communication between customer and staff has easy. Any staff can open the ongoing case and continue on it due to the history and information available on it. Everything is now segregated and properly maintained.
- 14. Thank You!