Skip to content
Raise a Ticket
Contact us
  • There are no suggestions because the search field is empty.

Top 10 Ticket Topics

  1. Red X's displaying/embedded images
    1. When you open an email message that contains images in Microsoft Office Outlook, the image areas are blocked. These areas display a red "X" placeholder. Blocking pictures can help protect your computer. Microsoft Outlook is configured by default to block automatic picture downloads from the Internet. You can, however, unblock pictures that you think are safe to download.
    2. https://admin-support.blackpearlmail.com/portal/kb/articles/pictures-cannot-be-displayed-and-are-shown-as-red-x-in-microsoft-outlook
  2. Social media icons cannot be added or altered.
    1. Customer may request to have additional social media icons, beyond what is currently available, added their user’s signatures. 
    2. https://admin-support.blackpearlmail.com/portal/kb/articles/social-media-icons-cannot-be-added-or-altered 
    3. At this time, BPM only support icons for the following:
      1. LinkedIn
      2. Twitter
      3. Facebook
      4. Instagram
      5. YouTube
      6. Pinterest
      7. Google+
  3. Adding the company logo as the profile pic
    1. Sometimes a customer would prefer to have their company logo appear in the signature area vs the top of the template or other areas in the template
    2. Customers can place their logo in the user’s profile instead of a picture of the user
    3. For optimal image quality we recommend images used in the profile picture be 150x150 px
    4. https://admin-support.blackpearlmail.com/portal/kb/articles/adding-the-company-logo-as-the-profile-pic 
  4. Users added to multiple groups alternating templates
    1. When users are assigned to more than one group, their emails signatures will alternate between the template of those groups. 
    2. https://admin-support.blackpearlmail.com/portal/kb/articles/users-in-more-than-one-group
  5. How to move or replace information in various fields depending on customer needs.
    1. Fields in the users profile are text, meaning they can be used for any data not just what is labeled.
    2. If you would like to user's the job title display in their signature immediately after their name (i.e James Smith, Project Manager) you would edit their name and add ", Project Manager".
    3. If you would like to have both phone numbers display on one line (i.e. Office: 423-724-97142 | Cell: 752-235-8758), you would edit the field where you want the phone numbers displayed and add the values you want.
    4. https://admin-support.blackpearlmail.com/portal/kb/articles/adjusting-or-edi 
    5. https://admin-support.blackpearlmail.com/portal/kb/articles/understanding-data-hierarchy 
    6. https://admin-help.blackpearlmail.com/portal/kb/articles/remove-replace-company-information-from-a-signature-by-using-group-information-13-11-2019
  6. Use Test Emailer to see the actual template after updates
    1. There is an internal KB article on this: Using the Email Tester
    2. https://admin-support.blackpearlmail.com/portal/kb/articles/using-the-email-tester 
  7. How tagging effects emails
    1. Tags are a way to allow select users to be able to apply a Template to a specific email. So a user could already be in a Group where a Template is assigned for New or Reply/Forward emails and by creating a new Group with a Tag those users would be able to replace their "normal" template with one that's been designated by a Tag.
    2. https://admin-support.blackpearlmail.com/portal/kb/articles/using-tags-groups
  8. Banners cannot be adjusted outside of the designated spot within the template builder (cannot move freely or customize location or banners)
    1. Branding, Images, and/or Ads can be added to templates in three locations:
      1. At the top
      2. Above the signature
      3. Below the signature
    2. These locations are fixed and cannot be changed
    3. https://admin-support.blackpearlmail.com/portal/kb/articles/banners-cannot-be-adjusted-outside-of-the-designated-spot-within-the-template-builder
  9. Vanity URLs are not possible in the Disclaimer
    1. Embedding a URL behind or within text in the Disclaimer isn’t possible.
    2. You can write the URL as: www.anyurl.com and the client displaying the email will show the URL as a clickable
    3. https://admin-support.blackpearlmail.com/portal/kb/articles/vanity-urls-are-not-possible-in-the-disclaimer
  10. How to add a URL to banners/images
    1. When you add a image/GIF to the template in the Branding and Ads section of the Template Builder, you will then be able to enter a URL for that image/GIF
    2. https://admin-support.blackpearlmail.com/portal/kb/articles/creating-a-new-template-published