Users can 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. 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.

See also: Send and Receive Case Notes, Enhanced Email Response Security and “Bounce-back” Messages, and Allow Decisiv Email Domains 

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.

We use a nonce to provide a secure means of reconciling individual email notifications with the correct case on the Case platform. Some email servers don’t handle nonces the way we 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. 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.