Alert Email Adjustments (Sender, body messaging)

[woodsaj]

Issue by mattttt
Monday Jul 06, 2015 at 19:01 GMT
Originally opened as raintank/grafana#303

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Problem: If we set the sender to be a monitored inbox, we have a big issue with auto-responses and bounces filling that email box, and at volume, may be difficult to manage.

This is an ongoing discussion, but as a first suggestion:

1. We set sender to [email protected] for all email alert notifications.
2. Add a Customer Service CTA into the body of the alert email ("Email us at [email protected] with any questions")
3. Bounce mail sent to [email protected]

[woodsaj]

Comment by mattttt
Monday Jul 06, 2015 at 19:10 GMT

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In the interest of better support and a better customer experience, we're going to do things the manual way internally - reducing friction for the customer to get support when they need it.

The open questions:

1. Decide on the from and reply-to addresses. For example, from could be litmus@ and reply-to could be alert-feedback@ or alert-support@
2. Look into sort of automated bounce/out-of-office filtering to keep that mailbox as clean as possible.

[woodsaj]

Comment by nopzor1200
Saturday Jul 18, 2015 at 05:53 GMT

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Another interesting idea that @Dieterbe and I discussed was having as part of whatever (small) Customer service CTA the ability to click a link that would instantly allow them to disable whatever Litmus alerts they wanted without having to even login. If we are sending them an alert we can send them something they can authenticate back to us with (eg. hash) as part of the email and let them disable whatever alerts they have active throughout the entire Litmus SaaS platform.

Allow the email recipient and not just the alert creator to "unsubscribe" their email from any alert on any endpoint in any Organization. That's the gist of it.

The idea deserves further discussion I think.

[woodsaj]

Comment by woodsaj
Monday Jul 20, 2015 at 08:36 GMT

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@nopzor1200 this is that rabbit hole that is alerting. I think we would be better of integrating pagerduty and allowing users to leverage pagerduty's advanced features then trying to advanced notification management ourselves.

[woodsaj]

Comment by nopzor1200
Tuesday Jul 21, 2015 at 03:01 GMT

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@woodsaj I 100% agree with the sentiment of not handling a lot of this ourselves.

This is more of an abuse-prevention mechanism. The suggestion was rooted not in a "contact management feature" standpoint, but more of a "what happens if people use Litmus to spam people" standpoint.

In general though I think we're on the same page: when it comes to things like contact routing, escalation, alert acknowledgement, etc etc I think we should focus on being an emitter of high quality alerts, and assume that anyone at scale will be consuming them through a pagerduty-like system.

[woodsaj]

Comment by nopzor1200
Wednesday Jul 22, 2015 at 04:20 GMT

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I've looked around (for about 5 minutes). for a magical "autobounce-out-of-office filtration system" and I can't find one. Any recommendations?

Without such a system I really don't think it's feasible to do the whole "we will reply to alerts" thing.

[woodsaj]

Comment by Dieterbe
Monday Jul 27, 2015 at 13:33 GMT

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didn't see one either. I guess it depends on what email provider we're using. if just gmail, then perhaps with some gmail filters we can go a long way. bounces should be fairly easy to match on with simple patterns no? alternatively, if front app, maybe we can ask them for advice.

[woodsaj]

Comment by woodsaj
Thursday Aug 13, 2015 at 04:50 GMT

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so what is the next step here?