Internal Support Team Email

The Internal Support Email address is your main activity support mailbox which should be constantly reviewed by your support team. This mailbox will be used by the system in cases where the system cannot decide what to do with the email or when it receives a reply to an email thread which relates to an already existing Ticket, such as a customer replying to an automatic Ticket creation response email. The Email Connector will automatically forward these messages to this email address which should be reviewed by a "human" support team to identify emails which need to be handled manually.

In case the email relates to an already existing Ticket, the system will identify this and forward the email to the Internal Support Team Email for manual handling. Identifying an already existing Ticket is performed in two phases:

1. Identify the source of the email as a valid Account in your system.

2. Identify the Ticket number in the Email Subject and forward this message without opening a new Ticket for it.

Note: If the Ticket was not found in the Commit database, the email will still be forwarded, with an error indicating that the Ticket cannot found.

The Internal Support Email Address is set in the following window:

commit_email_connector_setup_internal_email_window

Internal Support Team Email Settings Window

Settings

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Internal Support Email - This is an internal mailbox which will be used by your support team (e.g. support-internal@yourdomain.com). This mailbox should be manually reviewed on a regular basis to make sure there are no customer issues awaiting response which were filtered out for one of the reasons listed above, and to make sure that other email threads also receive the appropriate response.

General Settings
You can select to have unrecognized/error emails forwarded either as attachments or as is:

•	Send original as an Attachment – Attach the original email to a new message

•	Send original As-Is – Send the original email in its original form (i.e. with the same "From" address) directly to the Internal Support Team Email Address. This option is usually more convenient, though it may not be supported by your mail server as it demands support relaying.

The Internal Support Email address is used for the following purposes:

1.	Standard Email threads - Standard one-on-one email threads with customers relating to existing Tickets will be automatically forwarded to this email address, so that you can continue the conversation on the same thread.

2. Unrecognized emails – Unrecognized emails from new customers not yet in the Commit database will be forwarded to this address (and no Ticket will be created).

3.	Error Handling - Emails which could not be processed due to errors during the process (such as the wrong format in XML formatted emails) will be forwarded to this mailbox.

Make sure not to use the same email address for the Internal Support Email as you do for the "Public Email Address." Also, make sure that emails sent to the Public Email address and the Internal Support Email address do not end up in the same physical mailbox (i.e. that they are not synonyms/aliases for the same mailbox).