Reporting for Users

I’d like to raise a feature request around quarantine visibility and the onboarding process.

We currently protect approximately 10,000 mailboxes, and the lack of clear end-user visibility into held or quarantined messages is creating a significant operational burden.

Our previous Graphus solution provided this visibility, so from our perspective, we have regressed in this specific area. We have adopted a more advanced AI-driven email security platform, but lost a basic and operationally critical capability: giving users visibility of emails that have been held.

The impact is being felt directly by our Service Desk. When users are expecting an email that has been held, they have no visibility or self-service route, so they contact support. Our teams then have to investigate, and in many cases our SOC team has to search across an enormous volume of email traffic to locate individual messages.

At our scale, with approximately 10,000 protected mailboxes and hundreds of thousands of emails passing through the environment each day, this is not an efficient support model.

If users were given the tools to champion and manage their own mailbox experience — through clear quarantine notifications, digest emails and appropriate self-service capabilities — it would significantly reduce reliance on both our Service Desk and SOC team.

I would therefore like to propose:

1. An explicit onboarding check for Microsoft 365 quarantine notifications and reporting, with clear guidance where these are not configured.

2. An “Enable Quarantine Reporting” option within the INKY portal, using the existing Microsoft 365 app registration and tenant authorisation process to assist with configuration on a per-tenant basis.

3. Greater end-user visibility and self-service capability around held messages, reducing the need for MSP and SOC intervention for routine email release and investigation requests.

This would improve the end-user experience, reduce unnecessary Service Desk contacts, and allow security teams to focus on genuine threats rather than routine searches for expected emails.

Without better visibility and self-service capabilities, the support burden created by the platform ultimately sits with the MSP. At our scale, that becomes a significant operational concern. If this cannot be addressed within the product or onboarding experience, we would need to consider directing customers to INKY support for assistance with these issues rather than continuing to absorb the support impact internally.

I believe there is a strong opportunity here for INKY to improve the MSP experience while also giving end users greater ownership and visibility of their own mailbox.