Give reported messages a complete review path
Suspicious Email Analysis is an enquiry about the treatment of messages users report for investigation. A report button is only the intake point. The useful outcome is a reviewed decision, appropriate action and clear communication to the user, with evidence that supports the conclusion.
Start with current reporting volume, mailbox platforms and the team that handles reports today. Establish which cases can be closed routinely and which need identity, fraud or incident-response involvement. A message that persuaded a user to enter credentials can require a wider response than removing the email itself.
Test triage quality and service boundaries
Confirm the selected Fortra workflow, integrations and any included analyst service. Specify coverage, escalation and customer responsibilities in writing. Do not assume that automated classification establishes a final incident conclusion or that a product subscription includes every form of response.
Use approved benign and suspicious examples to assess the information reviewers receive. Trace one user report from submission to conclusion, including a false alarm and a case needing escalation. Agree content access, retention and processing arrangements before live messages are shared. Handover should describe report intake, case status, user feedback and the route for urgent business messages delayed by review. Ongoing performance reporting should measure usable outcomes and backlog, not only the number of messages processed.
Evidence to request for this scope
- Define report intake, review ownership and the contracted service hours or entitlements.
- Validate correct handling of a benign report, a suspicious sample and an escalated case.
- Record who may approve message remediation and communicate the result to the reporting user.