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Commit Email Connector |
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The Email Connector Module helps you improve the quality and efficiency of your customer service. |
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Commit Email Connector automatically generates new service Tickets in Commit from incoming customer emails or MSP system automated email alerts. This feature saves time, reduces response time, and as a result increases customer satisfaction. |
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In addition, Commit Email Connector provides you with an API to the system. This means that you can send XML formatted emails to the system and they will automatically be popped, parsed and processed. |
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Commit Email Connector pulls incoming emails from your POP3 mail server (including Microsoft® Exchange® servers), processes the email and performs one of the following actions: |
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Customer Email to Ticket |
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The Email to Ticket feature finds the Commit Account/Contact which matches the "From" email address of the incoming email, and automatically creates a new Service Ticket in Commit which is linked to the relevant Account. |
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API by Email |
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This feature allows you to receive XML formatted emails that will be automatically analyzed by Commit, which will then perform the necessary actions prescribed within them. This is an easy to use API for the entire Commit system, which you can use to link to external systems, integrate with your web site so you can convert visitors into Contact records in Commit, and more. |
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Automated Emails & MSP Integration |
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The Automated Email feature in Commit processes incoming emails that have been sent to the Email Address defined for the Email Connector. The emails processed are usually from automated sources, such as MSP alerting systems, and the Automated Email feature analyzes the content of the emails in order to create the relevant service tickets in Commit. |
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The Automated Email feature allows you to easily define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them. |
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The system can be integrated with leading MSP tools such as Level Platforms' Managed Workplace®, N-able' N-central, and many others. |
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From a technical perspective, Commit Email Connector runs on your server as a Windows service and processes incoming emails from your mail server. |
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Benefits |
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Increase Customer Satisfaction by responding faster and not missing any incoming email from clients |
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Save Time by focusing on the issue to solve, not on manual data entry |
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Save costs by automating manual processes |
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Be Responsive by automatically providing customers with their service request number and quickly resolving issues |
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Become more efficient by automating processes |
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Features |
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Creates new service Tickets automatically from incoming customer emails |
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Creates new service Tickets automatically from MSP systems email alerts |
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Matches the "From" address to an existing Commit Account/Contact |
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Attaches the original email to the newly created Ticket |
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Processes XML formatted emails (API) so that you can: |
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Integrate Commit with monitoring systems that send formatted alerts |
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Capture leads on your web site and automatically convert them into new
Contacts in Commit |
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Develop custom applications and let them add/update records in Commit,
like adding new Charges, History Notes, updating Task information, creating
new service Tickets, and more |
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Automatically sends responses to clients and provides them with their case numbers |
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Sends responses to integrated systems |
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Pulls emails using the standard POP3 protocol (easily used with Microsoft® Exchange® server) |
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Automatically forwards unrecognized emails and errors for manual review by your support team |
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Easily define a set of rules that will help the system detect automated incoming emails from different MSP systems |
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Frequently Asked Questions |
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What are Commit Email Connector System Requirements? |
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Commit software 4.3 or later |
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Commit Email Connector module |
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Windows 2000/2003/SBS 2003/Vista Business/XP Pro |
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Connection to a mail server |
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POP3 mail server (including Exchange® servers with POP3 enabled) |
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SMTP mail server to send responses and forward unrecognized emails |
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Can I use Commit Email Connector if my company uses Microsoft Exchange® server? |
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Yes, Commit Email Connector pulls emails from any POP3 compliant Email Server. MS Exchange Server supports the POP3 protocol and is therefore compatible. |
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How does the Commit Email Connector handle spam? |
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Only emails with a verified source (i.e. the "From" email address matches an existing email in the Commit database) will create a new Ticket in the system. All unrecognized emails will be forwarded to a selected mailbox for manual review.
You can also set up any server-side mailbox spam filter so that Commit Email Connector only receives messages that have passed the spam filter. |
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Is it hard to set up Commit Email Connector? |
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Commit Email Connector is easy to setup, and can be up and running within minutes. All installation instructions are in the Commit Email Connector Setup Guide (found here). |
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Can I use Commit Email Connector with encrypted POP3 servers? |
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Commit Email Connector currently uses standard non encrypted POP3 mail servers and therefore encrypted ones are not supported at this stage. |
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Can I evaluate the Commit Email Connector module? |
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Yes, your trial installation of Commit already includes a 30 day trial of Commit Email Connector add-on module. Follow the instructions in the Commit Email Connector Setup Guide (found here) to install the module. |
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