Question 1

Will my data remain secure during the trial?

Accepted Answer

Yes. Emailgistics operates within Microsoft 365, meaning your emails never leave your secure Outlook environment. We do not store your messages, and all interactions remain encrypted within Microsoft’s infrastructure.

Question 2

How do I upgrade to a paid subscription?

Accepted Answer

Before your trial expires, we'll reach out to remind you of the upcoming end date. You can upgrade to a paid subscription at any time during the trial by choosing a plan and entering your billing information in your Emailgistics admin center.

If you decide not to move forward after the trial, we'll help you with the offboarding process and suspension of your account. No surprise fees or extra charges.

Question 3

Do I need a credit card to sign up for the trial?

Accepted Answer

No, you will only be required to produce your credit card information when you upgrade to a paid subscription.

Question 4

Which features can I use during the trial?

Accepted Answer

During the 14-day free trial you get access to all Pro features, including advanced workflow rules with backup assignees, tagging, conversation history, SLA reporting, and many more tools to enhance your team’s productivity.

As well, the Emailgistics Customer Success and Support teams are available to you throughout your trial period.

Question 5

How does the 14-day free trial work?

Accepted Answer

We want to set you up for success. Once you’ve submitted the form to Get a Demo, our Sales team will reach out to book a demo tailored to your unique We want to set you up for success. Once you’ve submitted this form Get a Custom Demo, our Sales team will reach out to book a demo tailored to your unique business needs.

If you choose to go forward with the trial, a call is scheduled to assess specific needs, define goals, and plan the onboarding of Emailgistics for you to use risk-free for 14 days. When you’ve completed our onboarding checklist, your team can be fully operational in just 30 minutes.

We’ll ensure a smooth implementation and will provide training and support throughout your trial.

Question 6

How does Emailgistics secure my payment information?

Accepted Answer

Payments on Emailgistics are processed through Stax Bill. Your credit card details do not reach our servers and are not stored by us. Stax Bill adheres to PCI DSS compliance standards.

Question 7

How do you take payments, and in what currency?

Accepted Answer

Emailgistics currently accepts payments via credit card in US Dollars.

Question 8

Is Emailgistics available in Microsoft Azure Marketplace?

Accepted Answer

Yes! You can now purchase your Emailgistics subscription and handle payments in the Microsoft Azure Marketplace. This is particularly appealing to businesses with a Microsoft Azure Consumption Commitment (MACC) to fulfill.

Question 9

Is there a fee for the onboarding process?

Accepted Answer

No there’s not. Emailgistics offers a guided onboarding experience for your team(s) at no extra cost. Our Customer Success team will work with you to assess your business needs and goals, and will implement Emailgistics at a pace suited to your organization.

Question 10

Will my data be safe and secure?

Accepted Answer

Absolutely. Emailgistics is SOC 2-, GDPR-, and HIPAA-compliant, guaranteeing adherence to rigorous security and privacy standards. Our strict security protocols for Outlook shared mailboxes are in place to safeguard your data.

Read about security

Question 11

Does Emailgistics keep my email data inside Microsoft 365?

Accepted Answer

Yes. Emailgistics is built for Microsoft 365 shared mailboxes, and all emails remain within your Microsoft 365 environment, ensuring security and privacy.

Emailgistics stores only essential metadata about an email message to run analytics for you. This metadata includes the Internet message ID, Exchange conversation ID, date received or sent, subject line, and email headers (To, From, CC). We get this information via the Microsoft APIs you have authorized us to use, and all data transmission is fully encrypted.

Question 12

Does Emailgistics read my emails?

Accepted Answer

No. All emails remain securely stored within your Microsoft 365 environment and Emailgistics never hosts or accesses your emails.  Our support team will only read or view your email if you explicitly give permission and share a copy with them, either by forwarding the email or through screen-sharing.

Question 13

What is Emailgistics?

Accepted Answer

Emailgistics is a Microsoft 365-native shared mailbox management platform that automates email assignment, workflow routing, SLA tracking, and analytics inside Outlook. It helps teams reduce response times, prevent missed messages, and gain visibility across shared mailboxes in Microsoft 365.

Question 14

Does Emailgistics work inside Outlook, or do we need a separate help desk portal?

Accepted Answer

Emailgistics is designed for Outlook teams and supports shared mailbox workflows without forcing a separate ticketing portal. Teams can keep email as email while adding structured assignment, SLAs, and reporting for shared mailboxes in Microsoft 365.

Question 15

How does Emailgistics assign emails in a Microsoft 365 shared mailbox?

Accepted Answer

Emailgistics automatically assigns incoming emails using configurable routing rules and workload-based logic. Teams can route by mailbox, sender, keywords, categories, business hours, or availability, so each message has clear ownership and nothing gets missed.

Question 16

Can Emailgistics track SLAs and response times for shared mailboxes?

Accepted Answer

Yes. Emailgistics tracks response-time targets (SLAs) for shared mailboxes and can alert teams when messages approach or exceed SLA thresholds. Reporting shows performance by mailbox, tags, and team member.

Question 17

What analytics and reporting does Emailgistics provide?

Accepted Answer

Emailgistics provides shared mailbox analytics such as inbound volume, response times, SLA compliance, backlog, workload distribution, and performance trends. These reports help managers identify bottlenecks, improve staffing decisions, and maintain accountability.

Question 18

Is Emailgistics a ticketing system like Zendesk or Freshdesk?

Accepted Answer

Emailgistics is not a traditional help desk ticketing system. It’s purpose-built for teams that manage customer or operational email in Microsoft 365 shared mailboxes and want assignment, SLAs, and analytics without switching to a separate support portal or ticket-based workflow.

Question 19

Can I manage my individual email in Emailgistics?

Accepted Answer

Yes! Since Emailgistics integrates directly with Microsoft Outlook 365, you retain full access to your personal Outlook accounts. This allows you to consolidate both individual and shared inboxes (like support@company.com) into one platform, eliminating the need to toggle between Outlook and Emailgistics.

Question 20

Can I export my analytics data before deleting  my account?

Accepted Answer

Yes. You can export your Emailgistics analytics data before offboarding your account.

Question 21

Can I delete my Emailgistics account?

Accepted Answer

Yes, once you have canceled your Emailgistics subscription, you can offboard your account from the admin portal, which will erase all account-related data and configuration. Our support team can assist you with this process if needed.

Question 22

Can I cancel my Emailgistics subscription?

Accepted Answer

You can cancel your Emailgistics subscription anytime during your trial or subscription. We do not have cancellation fees, but if you do decide to cancel during your subscription, you will be billed for the current billing cycle.

Question 23

Can I upgrade or downgrade at any time?

Accepted Answer

Yes, you pay-as-you-go with Emailgistics. If you add a user or upgrade your plan, the changes will be pro-rated for the remainder of your billing cycle. If you downgrade your plan, you’ll retain access to advanced features until your next billing cycle, when the change takes effect.

Question 24

What should I do if the add-in is blinking or flickering?

Accepted Answer

This usually happens in compose mode (replying to or initiating a new message) because there is no active account signed into the add-in. Click on a message in your folder that is not being replied to, open the add-in, and sign in with your corporate account. If you are already signed in, click the sign-out button, close the add-in, and re-open it to sign back in.

Question 25

Why is the add-in icon greyed out?

Accepted Answer

The add-in icon is typically greyed out because the reading pane is not enabled in your Outlook view, or a message is not open within the reading pane. Enable the reading pane and click on a message to open it; the add-in icon should become green and clickable.

Question 26

What should I do if my add-in is blank?

Accepted Answer

If your add-in is blank, check the following:

Ensure the mailbox is not hidden from the Global Address List. Your IT team can verify this, or they can contact our support team at support@emailgistics.com.

Check if other add-ins are also blank. If so, try creating a new Outlook Profile and ensure WebView2 is installed on the machine running Outlook.

Question 27

What should I do if I am unable to download the sync script?

Accepted Answer

If you cannot download the user sync script, try the following:

Change your browser or use an incognito browsing session.
Check if the file is being blocked by security software or IT policies.

Question 28

How can I modify admin rights?

Accepted Answer

To grant admin rights:

For System or Billing Administrator: Click on Users, select the user, and choose the role (Billing Administrator or System Administrator) in the top right.
For Mailbox Administrator: Click on Mailboxes, select the mailbox, choose the user under the Users tab, and check the Mailbox Administrator role. You may also want to give them Mailbox Reports Viewer.

Question 29

Why are alerts showing emails not in folders?

Accepted Answer

If you receive an unanswered or unassigned alert and the message is not in the stated folder, it could be because:

The message has already been actioned.
The message is not in your Outlook view. Check Outlook on the Web to see if it appears there. If it does, it could be due to cached mode or the message being marked as private or secure.

Question 30

How to update the Client Secret

Accepted Answer

Create a new client secret in Microsoft Entra (Add and manage app credentials in Microsoft Entra ID - Microsoft identity platform | Microsoft Learn)In Emailgistics Admin, click Mailboxes, select any mailbox, click the Authentication tab, and enter the new client secret and expiry.

Question 31

How do I reauthenticate a mailbox?

Accepted Answer

If your mailbox requires reauthentication, Emailgistics has lost tokenized access. Reauthenticate by:

Mailbox Authentication method: Click on Mailboxes, select the mailbox, click Reauthenticate, and enter the mailbox password.
App Registration method: Click on Mailboxes, select the mailbox, click the authentication tab, and enter the new client secret and expiry.

Question 32

Why are messages assigning to unavailable users?

Accepted Answer

Check the conversation history to see how the message was assigned to them.

Question 33

Why are messages not assigning to available users?

Accepted Answer

Ensure the assignment method is set to something other than “None” in the assignment tab. Check if the agent has hit their maximum message limit or if they are set to Don’t Auto Assign.

Question 34

Why is the ‘Assign to previous owner’ not working?

Accepted Answer

Check the conversation history to see how the message was assigned. If it was assigned by a rule, tweak the rule settings. If it was auto-assigned, check the Assign to Previous Owner settings and the agent's availability.

Question 35

What should I do if the oldest message gauge shows an email that is not open?

Accepted Answer

Check if the message appears in Outlook on the Web. If not, contact our support team at support@emailgistics.com.

Question 36

How can I have multiple mailboxes in a dashboard?

Accepted Answer

Select a gauge, choose another mailbox from the dropdown, and edit the title field to indicate which mailbox is showing the info.

Question 37

What should I do if a folder disappears?

Accepted Answer

The folder may have been moved accidentally. Our automatic folder sync processes should restore it within 15-30 minutes. If not, follow the process to uncheck and recheck the Has Outlook Team Member Folder role.

Question 38

What should I do if a user folder is not recognized by the add-in?

Accepted Answer

Check if other folders give the same error. If not, empty the folder by assigning messages to someone else, uncheck the Has Outlook Team Member Folder role in the Emailgistics admin center, and then recheck the checkbox to resync the folder.

Question 39

What should I do if I am unable to remove licenses?

Accepted Answer

Contact our support team at support@emailgistics.com for further assistance.

Question 40

How do I add or remove licenses?

Accepted Answer

To remove licenses, first remove the Mailbox Agent role, then go to Account > Licenses and click the remove license button. To add a license, go to Accounts > Licenses, purchase a license, and assign it to the agent.

Question 41

What should I do if there are Outlook errors with outgoing messages?

Accepted Answer

Send a screenshot of the errors to our support team at support@emailgistics.com. We can advise whether to contact your IT team or help resolve the issue if it is something we’ve seen before.

Question 42

What should I do if duplicate emails are received?

Accepted Answer

Have your IT team run a trace on the message to see how it happened. Emailgistics layers on top of your existing mailbox and shouldn’t impact your mail flow.

Question 43

How can I get help with onboarding?

Accepted Answer

Contact our support team at support@emailgistics.com to schedule a time for onboarding. If you encounter issues with the Onboard PowerShell script, update Microsoft.Graph or ExchangeOnline.

Question 44

Why are some emails not showing up in Outlook Desktop but are there in OWA?

Accepted Answer

This is due to the shared mailbox being in Cached Mode. Turn off cached mode to view all messages.

Question 45

How can I use Outlook Search effectively?

Accepted Answer

Use the search bar with Current Mailbox selected for accurate results. Click the small arrow in the search bar to further filter results.

Question 46

Are there any issues with the New Outlook?

Accepted Answer

The New Outlook is not supported by Emailgistics due to specific functionalities still in development.

Question 47

What should I do if PST files become corrupt?

Accepted Answer

Ensure mailboxes are in online mode instead of cached mode to avoid adding size to the agent’s personal PST file.

Question 48

How can I avoid Outlook performance issues?

Accepted Answer

Keep shared mailboxes small by setting up an online archive and a retention policy to move older messages automatically.

Question 49

Why are conversations not grouped together in OWA?

Accepted Answer

This is due to Microsoft’s conversation ID changing. Emailgistics keeps the same conversation ID to maintain conversation grouping.

Question 50

What should I do if there are caching issues in OWA?

Accepted Answer

Clear your browser cache if messages do not move after being assigned.

Question 51

What should I do if report calculations seem incorrect?

Accepted Answer

Click on the green hyperlinked numbers to determine which messages caused the high reply time.

Question 52

What do certain columns in reports mean?

Accepted Answer

Click the green circle in the report to get a legend with descriptions of each column. For more assistance, contact our support team at support@emailgistics.com.

Question 53

How can I get help with the Reporting API?

Accepted Answer

Contact our support team at support@emailgistics.com for assistance with the Reporting API. For trial information, reach out to your account manager.

Question 54

How can I understand why a rule ran?

Accepted Answer

Check the conditions and how they relate to the message. If unsure, contact our support team at support@emailgistics.com with the example.

Question 55

How can I make rules override or respect max messages?

Accepted Answer

When setting an assign action, choose whether to respect or ignore availability or max messages based on your circumstances.

Question 56

How can I create auto replies?

Accepted Answer

Set up an auto reply by going to rules, setting your conditions, and using the “Send Message” action with your desired message.

Question 57

How can I remove or update holidays or events?

Accepted Answer

Select the event and edit the end time to end a minute or two from the current time, then hit update event. To remove an event before it starts, hover over it and select the trash bin icon.

Question 58

How can I set holidays or events?

Accepted Answer

Set a mailbox holiday by selecting a date in the Emailgistics admin schedule tab. Set an event for a user by selecting the user and choosing the event type and date.

Question 59

Why is an agent showing unavailable?

Accepted Answer

Check their events for breaks, meetings, or unavailable events. Ensure the available slider is not in the unavailable position.

Question 60

Why are snooze categories not applying?

Accepted Answer

Check if the snoozed folder is sorted by Category instead of Date.

Question 61

What are tags used for?

Accepted Answer

Tags are used for tracking certain types of messages. They can be used with reports to see performance against certain message types.

Question 62

Why are tags not being added or showing in Outlook?

Accepted Answer

Ensure tags are set to apply the Outlook category. If not, enable the setting to apply categories.

Question 63

What should I do if I am unable to save templates?

Accepted Answer

Ensure the title is not too long. If the issue persists, contact our support team at support@emailgistics.com.

Question 64

Why is the templates option not appearing?

Accepted Answer

You may be on our starter tier or an older version of the add-in. Re-install the add-in or upgrade your plan to use Templates.

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