'Confidential' email triaging | Voters

'Confidential' email triaging

Suraj Udupi

‘Confidential’ email – similar to outlook functionality, Enate to identify confidential emails and triage to a process with restricted permission.

A week ago

Claudine Richardson

Hiya Suraj Udupi, thanks for this post! I have a few more questions for you:

What criteria should be used to identify an email as 'confidential'?
Are there specific user roles or permissions that should have access to these confidential emails?
What should happen to emails that are incorrectly marked as 'confidential'?

Suraj Udupi

Claudine Richardson

A feature to be able to mark tickets/cases as confidential, with the ability to restrict the user permissions on that given ticket per user (as opposed to per process).

Currently, there is no such feature in Enate.
However, in our department, the current team and the other teams who are going to join Enate tool, have mentioned the same requirement, as all of them will deal with confidential client queries time to time.

There can be a specific user role to read such confidential emails. If incorrectly marked as 'Confidential', this specific user role should be able to make it visible to all.