Sending Outgoing Emails

Bulk or Multiple emails

There are three acceptable ways of sending email to multiple people.

One-At-A-Time

1. In RT, in the upper-right area of the screen there's a "New ticket" box. IF you click it it will open a new ticket for the queue shown. Alternatively, use the drop-down box to select the queue you want the ticket in.
2. Change the requestor email to whoever you want the email to go out to
3. Set the status to new or waiting. Do not leave it as triage. (? This may need to be left as triage for record purposes, otherwise I think it's not sending to records at all.)
4. Write the email/ticket like you'd normally handle a ticket

Requirements

• Access to RT
• Patience

Advantages

• Every email has ticket in RT

Disadantages

• Slow
• Not practical if you have a lot of emails to send to.

Mailchimp

Create a campaign and use a pre-made segment to send out to your emails. The admin may need to set it up for you, but once it's set up it will audo-update all year.

Requirements

You will need access to mailchimp to do this, but you don't need your own @snafucon.com email address to do this.

Advantages

• Mailchimp shows you who opened your emails
• Relatively easy to use once you get the hang of it and the admin are happy to help set you up with the right email segment to send to

Draw Backs

• Mailchimp sometimes doesn't know if your email was opened because of email client privacy settings
• You generally will not get a reply, even though we're set up to get replies. People see mailchimp emails as bulk emails from a faceless machine and think replies go nowhere.

Use BCC and Reply-To

1. In a new email, add all your recipient addresses to the BCC field
2. Change your Reply-To to the relevant RT address you want replies to go into
3. Make your "to" field your email address because some mail clients will consider it spam if there's no recipient in the To field.

DO NOT USE THE RT BOX IN THE TO, CC, OR BCC FIELDS.

The reply rate is better than mailchimp because it looks like it came from a person and you can even set a read receipt in roundcube, I believe.

Requirements

• Access to RT
• An @snafucon.com email address

Advantages

• Can do large quantities of recipients at one time
• Can set up read receipts
• If set up right, replies go into RT

Draw Backs

• Needs to be set up precisely or won't work as expected