Knowledgebase

18.9: Support Staff Dashboard & Navigation

Login with Support User Account

Once you create a new support user, you can login with this particular support user credentials to manage the client accounts according to the admin allowed privileges. But to login with a support staff user account, you will use a different URL. The ESP admin user URL and client user URL will work with your current installation domain/installation directory (if any)/login (e.g.www.yourdomain.com/members/login).

While the support user account will be able to reach the login window by typing current installation domain/installation directory (if any)/staff_login.php in your browser address bar. (e.g.www.yourdomain.com/members/staff_login.php).

Figure#18.9.1: Login to Support User Account:

Support Staff Dashboard

Support User Dashboard

After providing the correct support user credentials in both the fields for email and password, you’ll successfully be taken to the support user dashboard. The left navigation menu and dashboard of the support user account looks different than the admin account or client account dashboard of Mumara. 

If the support user has highest level of permission to manage the clients, the dashboard puts a good amount of information on view, that includes a list of recent clients; latest campaigns sent by clients, list of clients with highest bounce and spam rate and recently approved sender information of the clients. 

The following area discusses the left navigation menu of the support staff user, and the actions this user can perform using the links on left navigation menu.

a) Customer List

Customer list is the first link underneath the dashboard in the left navigation menu, clicking on it the application puts a table on view that carries information about the clients.

Figure#18.9.2: View the List of Clients

Current Customer List

Table#18.9.1: Viewing List of Clients

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The first column shows the serial number of records/clients in the table.

Client

Refers to the complete name of the client. The process of creating a client account in Mumara ESP is as similar as creating a general user account.

Read More “Create new User Account”

Subscription Status

The user account marked with “Active” indicates that the particular user account status is active within the application, and the owner of the account has the ability to login to his/her account to manage the things. Inactive clients will not be able to login to their accounts.

Credits

It shows the number of email credits allowed to the particular client, if you have created the client user account using -1 in the email credit field, this client will be allowed unlimited number of emails.

See more on “Manage Number of Email Allowed”

Sent

How many emails have been sent using the particular client account, that shows the number of email credits used and what is remaining as per the sending quota of the specific client. 

Actions

Deactivate and Activate

Unlike other cross buttons across the application that deletes the record on clicking, the cross button here “Deactivates” particular user on clicking and turns the cross into the check button.

 

You can “Activate” the deactivated user again by clicking the check button. It is the way for the support user to “Deactivate” the user account that has completed the email quota.

b) Inactive Clients

Clicking the 3rd navigation menu link from the top to bottom, will take you to the page where you will be able to view the Inactive Client Accounts”. Inactive client accounts are those that the support user has deactivated, most probably due to the ending of email credits, non-payments or violating the terms of using the services.

Figure#18.9.4: Inactive Client Accounts

Inactive Customers List

Table#18.9.2: Inactive Clients

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The first column shows the serial number of inactive client entries in the table.

Client

Refers to the name of the inactivate client.

Subscription Status

As it is the list of client accounts deactivated by the support user due to particular reasons, therefore the “Subscription Status” will appear as “Inactive”.

Actions

Activate

The support user will have this ability to activate any account listed in the table of inactive client accounts. After you activate a client account by clicking the check button, it will disappear from the list of inactive client accounts.

c) Sending Stats

Support user can view the stats of the latest client campaigns; the table that appears on your screen, after clicking “Sending Stats” provides a general view of the statistical data application has generated for the client campaigns.

Figure#18.9.5: Stats of Client Campaigns

Sending Stats

Table#18.9.3: Sending Stats of Client Campaigns

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The first column shows the serial number of the records in the table.

Client

The column refers to the name of the client.  

Campaign

Name of the email campaign stats of which are appearing in the next columns.

Schedule Time

The time when the email campaign was scheduled to initiate sending

Scheduled

Total number of email contacts for which the email campaign was actually scheduled. 

Sent

Out of the total number of scheduled emails, how many has been sent.

Opens

Number of contacts that have opened the email campaign 

Clicks

Number of contacts that have clicked through the link in the email content

Actions

Deactivate and Activate

Unlike other cross buttons across the application that deletes the record on clicking, the cross button here “Deactivates” particular user on clicking and turns the cross into the check button. You can “Activate” the deactivated user again by clicking the check button.

d) Bounce Stats

As mentioned earlier, monitoring the bounce rate of the clients is the key for an ESP to maintain its reputation. Mumara provides support user an ability to view the client campaigns having the highest bounce rates, that eventually helps the support user to take the decisive actions like inactivating the client accounts having the behavior of getting highest bounce rates, or sending warning to the clients having the bounce rates more than usual. Reach “Bounce Stats” in the left navigation menu of the support user account, to view the recently recorded highest bounce rates.

Figure#18.9.6: Highest Bounce Rates

Monitor Bounce Rate

Table#18.9.4: View Bounce Stats

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Serial number of the records in the table

Client

The column refers to the name of the client whose email campaign has returned with highest bounce rates.

Campaign

Name of the email campaign that has returned with the highest bounce rates.

Sent

Total number of emails sent for this email campaign.  

Bounced

Total number of emails bounced back in result of sending the email campaign.  

Percent

The percentage of the bounced back emails out of the total sent emails.

Action

Deactivate and Activate

Take quick decision for the clients having highest bounce rates for their email campaigns, and deactivate the desired accounts by just clicking the cross button. However, if you want the account to fold back your action of deactivating particular account, click the check button to activate it again.

e) Assigned IPs

Clicking on the link “Assigned IPs” from the left navigation menu of the support user account will open up the table, that carries the information about the assignees having allocated with the dedicated IP(s)

More on Assigning IPs

Figure#18.9.7: View Assigned IPs

IPs Assigned to Clients

Table#18.9.5: View Assigned IPs

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Serial number of records in the table.

Client

The assignee of the dedicated IP.

Assigned IP

The column shows the dedicated IP address assigned to the particular client. One client can have one or multiple dedicated IPs. 

 

However it is not compulsory for the clients to send from the dedicated IPs, the clients that don’t want to send from the dedicated IP will automatically be allocated to the shared pool of IPs. Creating shared pool of IPs and Assigning a Dedicated IP has already been discussed, click the link to view more information on “Assigning IPs”.

Action

Deactivate and Activate

The cross action button lets you deactivate particular client with inappropriate sending practices using the dedicated IP. Once the cross button is clicked, the check button automatically takes the place of it, that can be clicked again to fold back the action of deactivation.

f) Assign IPs

The left navigation menu has this link for the support user to accommodate the requests for the dedicated IPs, create new shared pools or reserve some IPs for the later use. The process of assigning the IP addresses will remain the same as discussed earlier for admin user account of the ESP. But the support user account holder will only be able to assign the IP address, if the admin has allowed the support user to do so. Otherwise, the admin can keep this privilege limited to the admin account only by not allowing any support user account to assign IPs. Reach the following link to go through from the process of assigning the IP addresses to the clients.

More on Assigning IP Addresses

g) SMTP List

Click “SMTP List” from the support staff navigation menu, and view the list of SMTPs currently available. It offers the support staff user a good deal of information, discussed in the table followed by the image below. Unlike the product edition of Mumara, SMTPs are configured differently in ESP Edition. The page provides the list of SMTPs approved for the client account.   

Figure#18.9.8: View SMTPs

Client SMTPs

Table#18.9.6: SMTPs Table

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Serial number of the records in the table

Customer

Client that has been approved for particular SMTP

Name

This name refers to the first field called "SMTP Account Name" at "Setup SMTP Account" page. By default, when a client fills his/her SMTP username field, application automatically fills the "SMTP Account Name" field with the same information.

And this table would most probably be showing the same information under both "Name" and "Username" columns. But the admin account of Mumara can change this "Name" field information by clicking "View SMTP Accounts"--> Editing that particular account and changing the first field called "SMTP Account Name". 

Host

The Host Name of the sending server with which the particular SMTP belongs to. The information in this column depends on 

The host doesn’t have any fix pattern; it can be the IP address, domain, localhost, whatever among these you have provided while configuration of the sending server in the Host field, will appear in this column. Mostly it follows the general structure that looks something like mail.domain.com (Prefix with domain name), or IP.

Username

When client sends a request to get his/her SMTP information approved, there are fields SMTP Username and SMTP Password that appear in the popup. Username here refers to that particular username for which the SMTP of the client was approved.

Status

This shows the activity status of SMTP accounts, the SMTP account marked as “Inactive” are not actually available to send campaigns anymore, email campaigns are only sent from the SMTPs having its activity status as “Active”.

Listed

Mumara automatically monitors IP activity across all the selected blacklists, if the IP appears on any of the selected blacklist(s), if updates its status as listed, otherwise keep its status at 'None". This column actually shows that whether or not the IP behind this particular SMTPs is listed across the selected blacklists. 

Learn More About IP Monitoring in Mumara 

Last Checking Date

The column refers to the date when did the last time, IP(s) for this particular SMTP were checked against the selected blacklists. 

h) Approve Sender

Clicking "Approve Sender" in the left navigation menu will provide good amount of information with regard to the client account(s) approval. The table that appears on support staff user screen after clicking "Approve Sender" will be providing verifiable information on both kind of client accounts, who have setup their account using White Label Wizard and also those who have just applied for the SMTP account only (Non White Label Senders), and waiting for approval.

The support staff user will be able to view and approve the client accounts, based on their verification status, will be able to select the appropriate sending server for the client accounts, and can delete some inappropriately setup accounts also. The following table discusses the columns. 

Figure#18.9.8: Approve Sender Info

Approve Sender Information

Table#18.9.7: Approve Sender Information

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The first column is filled with the serial number of records in the table.

Client

Refers to the name of the client waiting for the approval.

SMTP

All new client accounts will be required to fill two fields popped up on their screens, as soon as they login. These two fields are "SMTP Username" and "SMTP Password" and this column in the table refers to the information provided for these two fields. Upon approval from the support staff user account, Mumara ESP edition automatically configures the SMTPs. 

Sender Email

Every client account had filled this field while applying for the new "Sender Information". Client emails will be sent from this email, once the account is approved for the applied sender information.

Domain/CNAME

Selector

The value applies for both, DKIM record and CNAME record. For the DKIM, selector denotes an additional attribute in the validation process, and it is mainly used to add a differential attribute with each public key you generate for the same domain.

For the CNAME, this value is used more importantly, the source fields attribute, also known as host or allies in DNS. Required to create a CNAME record of the masking domain.

The value in this field only appears if the client account has setup white label sending. 

Verification Status

If DKIM, SPF and CNAME record are verified successfully, the application will return with green checks that indicate the validity and authenticity of the records. But if the records aren’t correctly configured with the DNS, application will put crosses on view, as an indication of invalid or incorrect records. If the client account hasn't been setup for the white label sending, this column would contain N/A (Not Applicable). 

Action

Activate or Deactivate (Approve or Disapprove)

 

If the application establishes the validity of records and sender information, approved the sender by just clicking the check button. The approved senders will be able to start sending emails by using their client account. Upon approval, the client will be able to view his/her SMTP details right on the dashboard, as in the figure below. The approved SMTP credentials include, SMTP Host, Opening Port, SMTP Username and Password. The approved SMTP can further be used remotely.

i) Spam Stats

Keep note of spam complaints registered against the client accounts, monitor the client campaigns returned with highest spam rates, deactivate the clients with the spam complaints, all by clicking “Spam Stats” towards the bottom of the left navigation menu of the support user account.

Figure#18.9.10: Campaigns with Highest Spam Rates

Monitor Email Spam

Table#18.9.8: Client Spam Stats

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First column carries the serial number of records in the table.

Client

Name of the client 

Campaign

Which campaigns has the highest spam complaints? the column provides you the name in a sequence from top to bottom.  

Sent

Total number of emails sent for this email campaign.  

Spam Complaints

Total number of emails ended up as spam for this email campaign.

Percent

The percentage of the spam complaints out of the total sent emails.

Actions

Deactivate and Activate

Taking required action for the clients whose campaigns are returning with highest spam complaint rate is even more important than deactivating the account with highest bounce rates. You need to be proactive, as the reputation of your sending IPs in on stake.

Deactivate the desired accounts by just clicking the cross button. However, if you want the account to fold back your action of deactivating particular account, click the check button to activate it again.

 

j) Masking Domain

Mumara enables the support staff user to manage masking domains for the main admin account of ESP edition. The domains that the support staff user will setup appropriately, will be able to mask the primary ESP domain. 

The admin of the ESP may require to setup masking domains due to several reasons, on top of it is illegitimate sender client accounts who can potentially harm the reputation of primary ESP domain. In this case, masking of the primary domain with some other domain would be a good idea. 

The current structure of support staff user of the ESP Edition supports setting up CNAME type of masking only, and doesn't facilitate .htaccess type. The right side of your screen accommodates setup of the masking domain, while the left side shows the list of currently available masking domains and their status. 

Setup Masking Domain 

1-Masking Domain 

Put forward a domain name that will eventually point towards the primary installation ESP installation domain. You can learn more about this field by reaching "Domain Masking" and giving CNAME masking type a read.

2-Status

Make the status of this masking domain active or inactive from the dropdown. The status of the masking domain selected as "Inactive" will not be able to perform its function. 

After setting up your masking domain here, you need to configure the CNAME record in your DNS zone as well. To know more about the CNAME masking and implementing proper CNAME record, hit the following link.

Domain Masking 

Details on the left side section (Masking Domain List) of the page are discussed in the table followed by the image below. 

Figure#18.9.11: Masking Domain

Assigned IPs

Table#18.9.9: Masking Domains 

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Serial number of the masking domain in the table

Masking Domain

Name of the masking domain used to point the primary ESP installation domain.

Status

Current status of the domain "Active" or "Inactive", "Inactive" masking domains will not be able to perform its function.

Listed

If that particular masking domain is blacklisted (Listed Publically), it will show the status as "Listed" for such domains. Make sure that you have subscribed to the IP/Domain reputation monitor, in order to keep your domains checked for blacklist status. 

Edit

Clicking the “Edit” button under “Action” will take you directly to the page, where you will be able to modify the masking domain.

Delete

Delete particular domain from the list by clicking the “Delete” button next to the “Edit” under “Actions”. Before the system effect deletion, a message will appear on your screen to confirm your selection.