We recently released some improvements that allow users to reply directly to Case email notifications from their inbox. That means when users receive a notification email containing a Case Note, they can simply respond to that email from their inbox, and the response will be posted to the corresponding case’s Notes field.

This feature is working as intended, and we believe our users will benefit from it a great deal.

The way this feature works is to leverage something called a nonce, which is a form of single-use identification. While we use AWS, the most trusted and most used cloud hosting provider in the world, some spam filters block these types of emails. This means some users are having difficulty receiving and sending notifications from Case. We want to give everybody ample opportunity to update their email settings to alleviate this issue before we re-enable this feature. 

If you know of any users who have been experiencing blocked SRM emails or emails sent directly to spam over the past few days, that issue should be resolved now that this feature will be disabled. 

However, you, your customers, and your users should still coordinate with your IT departments to unblock emails from our domains, decisiv.com, decisiv.net, and decisivapps.com. This will prevent future problems when the email reply feature is re-enabled, as well as many other potential deliverability issues not related to this change.

Decisiv is happy to arrange 1:1 training or support for your organization as you consider and implement these changes. Please contact Support to arrange.

We anticipate setting a target date for re-enabling this feature in the next few days. When we identify the timeframe, we’ll let you know.

How have we improved Email Reply for Case Notes?

Now you can reply to Case notes directly from your inbox with renewed confidence in their accuracy and all the other benefits of having communications stored in our platform. Users can expect the following changes to be implemented:  

Email Replies Posted as Notes Within the Case

• Previously, some Service Providers encountered email responses that were inaccurately posted within a case. This issue has now been resolved, and email replies will populate as notes in the correct case as expected. 

Ability to Reply to a Note from a Forwarded Email

• Replies will be added to the Case Notes section even if the response comes from a forwarded Case note email notification. So you can forward Case note emails to colleagues and still have their responses appear in the case notes, as expected.

Improved Functionality When Replying to a Note via Email

• In the past, only email responses that came from the exact address recorded in a Decisiv SRM user profile would be posted as notes within a case. With these improvements, communication is open between the note’s recipient - the first person responding - and the sender, even if the recipient is not replying with the same email address.
• This change also allows for multiple replies to the same note to be posted to the case. Users responding from a distribution list or simply replying multiple times from the same email address will have their messages added to the case as expected. 

See also: Send and Receive Case Notes and Allow Decisiv Email Domains 

Enabled by Default

There’s no need to enable anything to take advantage of this enhancement from within the Case application. You’ll be able to start enjoying more accurate and useful communications immediately once this feature is re-enabled.

Email Domains, Blocking, and Spam Filters

Decisiv uses AWS, the most trusted and most-used cloud hosting provider in the world, and SES their premier email service. This generally allows for the highest delivery and deliverability rates of Decisiv notifications.

Amazon SES actively monitors and engages with major email providers and blacklist providers like Spamhaus to ensure you receive your emails. 

The update to leverage a nonce to allow for this change is in line with modern email practices and provides a secure means of reconciling individual email notifications with the correct case on the Case platform.

The only trouble is, some email servers don’t handle nonces the way we’d need them to because nonces make email addresses longer. Some spam filters score long email addresses as more likely to be spam and err on the side of blocking those or sending them to the spam folder. This is often a default setting or a setting made by IT staff and can be overridden by unblocking or “whitelisting” our email domains. Coordinate with the IT Department responsible for managing email systems within your organization to update these settings as appropriate. The domains we use that need to be unblocked are decisiv.com, decisiv.net, and decisivapps.com. 

Please reach out to your IT department and your email provider to resolve all non-deliverability issues due to blocks or spam filters. Once your email provider has whitelisted and removed all blocks, please reach out to the Decisiv Support team for testing and verification that the changes were successful.

Decisiv is happy to arrange 1:1 training or support for your organization as you consider and implement these changes. Please contact Support to arrange.

You can also review our Allow Decisiv Email Domains page to learn more about this process and how to resolve delivery issues.