MailView for agents: read email attachments on a ticket

Where it is. Open a ticket with a .msg or .eml attachment. On the right, below the fields, there is a box called MailView (in the new view: open Apps, then MailView). It lists the emails on the ticket, newest first.

Read an email. Click it. It opens in a large view: subject, from, to, cc, date, and the message as it was sent, with its images. Close brings you back to the ticket. Usually you do not need to download the file or open Outlook.

Files inside the email. Listed under the message with name, type and size. Click to download. An email inside an email opens in place; Back returns.

Images from the internet are blocked on purpose, so the sender cannot see you opened it. A line tells you when that happened.

A warning icon means MailView found signs of phishing. (The icons cover the 10 newest emails.) Open the email and look at the reasons in the bar or in the Details tab (for example: the email failed SPF, DKIM or DMARC, or a link goes somewhere else than it says). A grey question mark means MailView could not judge it, for example an email forwarded as text. The verdict is a help for you, not a security control: when in doubt, follow your own phishing procedure.

Details tab. All headers, the authentication results and every link with the address it points to. Links are not opened.

Copy findings puts a short, safe summary of the findings on your clipboard, ready to paste in a comment. Links in it are written so nobody clicks them by accident.

Something doesn't open? A protected Outlook message (.rpmsg) only opens in Outlook; MailView says so and offers the download. Very large files (over 10 MB) are not opened. Every email keeps a Download the original link.

Questions: support@dortus.com