Role based emails
Rationale and references
RFC 2142 Compliance
https://tools.ietf.org/html/rfc2142[RFC 2142] enumerates and describes Internet mail addresses to be used when contacting personnel at an organization.
Reason for role-based emails
Apart RFC compliance, there are some obvious reasons for implementing role-based emails in SW. There are side effects, too. + A good starting point for an overall evaluation is the https://serverfault.com/q/36916/503028[Role name versus person's name for email accounts] question in StackExchange.
Shared mailboxes vs. aliases
Aliases are better suited for sharing one-way notifications, which don't require immediate feedback. + Mailboxes are preferable for emails requesting answer, because they allow monitoring the sent folder.
Spam detection
Email marketing providers warn [1][2][3] about deliverability toward role-based addresses. This rise an issue regarding false positive, but is also an opportunity for a spamtrap [4].
[1] https://mailchimp.com/help/limits-on-role-based-addresses/[Mailchimp] + [2] https://www.cakemail.com/help/role-based-emails/[Cakemail] + [3] https://zift123.zendesk.com/hc/en-us/articles/213710527-What-are-role-based-email-addresses-and-how-does-the-system-handle-them-[Zift123] + [4] https://en.wikipedia.org/wiki/Spamtrap
Business-related mailbox names
For each functional area we define set of business-related mailbox names with this fields:
- Functional Area
- RT queue
- Mailbox
- Usage
Example:
MAILBOX AREA USAGE RT Queue ------–— -----------–— ----------------------–— ----–— INFO Marketing Packaged information about the organization, products, and/or services, as appropriate MARKETING Marketing Product marketing and marketing communications SALES Sales Product purchase information SUPPORT Customer Service Problems with product or service
Support mailbox names for specific internet services
Aliases to be connected to the people managing the respective areas:
MAILBOX AREA USAGE ------–— -----------–— ----------------------–— ABUSE Customer Relations Inappropriate public behaviour NOC Network Operations Network infrastructure SECURITY Network Security Security bulletins or queries POSTMASTER SMTP [RFC821], [RFC822] HOSTMASTER DNS [RFC1033-RFC1035] WEBMASTER HTTP [RFC 2068]