This article deals with the first steps in setting up your customers. To do this, we will go through the most important settings below in order to switch email traffic as quickly and easily as possible.
Before we start, the customer must already be created accordingly in the Control Panel. This is done either by the Creating an Onboarding Link or through a test provision via our sales department or the creation by you or your partner.
Below you will find an overview of the steps to be taken. Some points are explained in more detail in the course of the article:
- Create all users in the Control Panel manually, via LDAP or using a CSV import.
- Enter all responsible supporters in the Service Dashboard in order to be authorized for future support requests.
- Please ensure that all alias domains and relay IP addresses are entered.
- Check the quarantine report settings and set the user rights according to your requirements.
- (optional) Configure the infomail filter and SPF settings.
- Wait 30 minutes for your settings to be distributed on our servers.
- Change your DNS entries, MX record and the Smarthost are required. The TXT record is optional depending on how you have chosen the SPF settings.
- Familiarize yourself with Email Live Tracking and check whether incoming and outgoing email traffic is displayed accordingly.
Table of contents of the additional information
- Service dashboard: the most important roles
- Customization of Email Live Tracking
- Customization of the control panel
- Basic help for successful debugging
Service Dashboard: the most important roles:
In the Service Dashboard, you manage different roles and contacts in the Control Panel. Some roles and contacts, such as admins and emergency contacts, should be created as a matter of urgency so that you are able to act yourself and can be contacted by us in emergencies.
Admin:
The administrator role manages the control panel and has access to all settings that do not need to be changed by technical support. Administrators are also authorized to submit support requests via our ticket system. Please note that you should first contact your partner company with a support inquiry. As they know your environment and your needs precisely, an initial targeted analysis can solve most problems.
Emergency Contact:
In addition to the administrator role, it is strongly recommended that you define an emergency contact. This contact should be able to respond to inquiries from us as quickly as possible in the event of an emergency. For example, we use the emergency contact to draw your attention to the fact that incorrect target server IP addresses have been entered, which prevents correct delivery. The emergency contact or persons who receive inquiries via the emergency contact should therefore also be able to manage the control panel.
Customization of email live tracking:
To ensure that you always have the right information available that you need when working in Email Live Tracking, you have the option of customizing the values displayed in the overview.
You can adjust these displayed values using the cogwheel:
We strongly recommend that you display the MSG-ID, as this allows individual emails to be clearly assigned and is required both for support inquiries and for reporting false negative/positive emails. Attention: this is not the Message ID!
You can find out how to display the MSG ID and what the difference is to the message ID in the following articles:
What is the difference between the Message ID and the MSG ID?
Further adjustments can be made as required. We recommend that you also display the ‘Reason’ and ‘Source IP’ fields.
Customization of the Control Panel:
The Customization module allows you to make some adjustments to the Control Panel, even without applying for full white labelling. Setting these customizations can make it easier for your employees to find a contact person if they have any questions about the control panel and its features. It is also a good way to prevent confusion among employees by adding a logo and changing the dispatch address of our system mails (e.g. quarantine report).
Support information
By entering a support telephone number and email address, you help your employees to always have direct contact details for quick help from your internal IT department or the person who manages the Control Panel in your company. This information is displayed in the top left-hand corner of the Control Panel:
Email information
Entering the email information changes the stored information that is displayed in our system emails, such as the quarantine report. This is also a good way to customize the general appearance of our emails to suit your company.
The emails sent by the Control Panel contain a personal imprint, the name of a contact person from the company and a personalized sender address.
- Partner name: The name of the company mentioned in the greeting at the beginning of the emails is entered here (e.g. ‘Dear <company name> customer,’).
- Contact: The text for the signature that is displayed in emails under the greeting formula is entered here (e.g. ‘Your Control Panel Team’).
- Sender address for email templates: The address of the sender of the emails sent by the Control Panel is entered here.
- Sender name: The display name of the sender is entered here.
- Legal notice: The company's legal notice is entered here.
Basic aids for successful debugging:
Before you create a support inquiry with us, you have a number of options for finding the cause of any problems yourself and resolving them quickly.
Below you will find some helpful explanations and linked articles:
Reporting incorrectly classified emails
Despite a detection rate of 99.9 %, it can happen that emails are filtered incorrectly. This is referred to as:
- False Negative (FN): An email was not held back by the filter
- False Positive (FP): A valid email was inadvertently filtered
If this happens, you have the option of reporting one of these emails to us. How to do this is described in this article.
Blocked, rejected and quarantined: What is the difference?
An email can have different statuses. How to recognize whether an email has been blocked, rejected or quarantined is explained in more detail in the following article:
What is the difference between blocked, rejected and quarantined emails?
Rejection of a mail by the receiving mail server
If a mail server is unavailable or has other reasons for rejecting an email, this can be traced in the SMTP logs, which can be found in the details of an email in Email Live Tracking. So if you are ever wondering why an email displayed as clean is not being delivered, we recommend looking at the SMTP logs, as they almost always contain the answer to the question.
Deny & Allow Lists
The question often arises as to why a whitelist entry does not take effect even though the user has created a whitelist entry via the quarantine report. It should be noted here that users can only whitelist the basic spam filter for security reasons. If an email has been held up for another reason, it requires support from an admin. How to create the entry and recognize which filter needs to be bypassed is explained in more detail in the following article:
General tips on using the Deny & Allow Lists
It is also frequently asked why a user has received an email that is on the blacklist. This is possible because the blacklist entry only sends an email to quarantine. A user or admin can still release this email if required. If a sender is really not to be accepted in the first place, a compliance filter entry must be created for this, which blocks/rejects an email with the set values.
Further information about the setting options in the Control Panel can be found in our manual as well as in our quick guides on our Knowledge Base.