Using N-central™ versions older than 6

When using older versions of N-central, you may consider two alternative options for setting up the email alerts in order for the Commit Email Connector to analyze them correctly.

Option 1

In order for the Commit Email Connector to identify the customer for the incoming email alert, this requires including the customer's ID in the email subject.
For each customer your should hard-code the CommitCRM Account's Record Id in the email template subject, so the email connector will be able to detect the Account when processing the email.
 

See more details under Use Customer's ID.

Option 2

This option allows setting the customer's email address as the "from" email address of the incoming alert, and use it as the customer's identifier for the Commit Email Connector.
In this option you should set the alert's "From" email address per customer to contain the customer's email address (as it has been entered in Commit). You can then teach the Commit Email Connector to detect these alerts and open Tickets for the Account in CommitCRM based on the "From" email address.
 
This option is less recommended, and it requires your N-able™ server to allow relay in order for it to be able to send emails which will "originate" from the customer's email address. If your servers don't support this, you should use the first option.
 

See more details under USe Customer's Email Address