Undeliverable Email

Training Video: https://www.loom.com/share/e1fd344a7e574bf48cb828feabe02fbd

SOP: Handling Undeliverable Mail in the Inbox

Objective:

To efficiently clear out undeliverable mail notifications from the inbox by changing the ticket status to the appropriate category.

Key Steps:

1. Identify undeliverable mail notifications in the inbox, such as MailerDamon, Delivery Status Notification, Delivery Incomplete, Unable to Deliver Email, etc.
2. If the notification is in your name, proceed; otherwise, switch it to your name.
3. Double-check the message and problem details to ensure no action is required.
4. Close out the notification.
5. Navigate to the ticket status and select "Change Pipeline."
6. Choose the "spam trash other" category.
7. Specify that the ticket is for undeliverable mail.
8. Save the changes.

Cautionary Notes:

• Ensure that no action is needed before closing out the undeliverable mail notification.
• Be cautious not to mistakenly change the status of a deliverable email.

Tips for Efficiency:

• Quickly scan the notification details to determine if any action is necessary.
• Familiarize yourself with the categories to swiftly select the appropriate one.
• Double-check the changes before saving to avoid errors.