After setting up the Outgoing Email settings and the Email to Ticket settings, you should now define the Internal Support Team Emails (for forwarding purposes).
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:
Internal Support Team Email Settings Window
Email Address - 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. 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).
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). |
After setting up all of the above, you are now done with the setup and can move on to actually running the service and activating the Email Connector. See more details in Running Commit Email Connector.