Frequently Asked Questions

What is the difference between the "Public Email Address" and the "Internal Support Email address"?

The internal support email address is your main support mailbox which you use in order to manage email threads with your customers. This mailbox should be constantly reviewed by your support team and is used for the following purposes:

1.	Standard Email threads - Standard one-on-one email threads with customers which relate 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 added to the ticket as a document, and will be forwarded to this address (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 "Public Email Address" and the "Internal Support Team 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).

The Email to Ticket feature finds the Commit Account which matches the "From" address of the incoming email, and then opens a new Ticket in Commit, and links it to the Account. Matching the email address is performed on the Email1 and Email2 fields of the Account, and also on the email fields of secondary contacts of the Account.

Matching the incoming email to a Commit Account is performed based on the full email address of the Account, or by the domain name. Note that the domain name must be explicitly defined for each Account in the Account's email address or in a secondary contract's email address. This is because clients may be using generic email addresses (such as Yahoo®, Gmail®, etc.) and the system cannot rely on any domain name. If one of your clients has many possible email addresses, you should either add each of them as a secondary contact (in the Account Contacts tab), or define the client's domain name in one of the Account's email addresses or secondary contacts. See more details in Matching by Email or Domain Name.

When a customer sends in an email and a ticket is generated, how can the original email be opened from the new ticket that was created?

The original email is always saved in the system together with the ticket as a document linked to the ticket, for future reference. This way you can easily access the original email from within the ticket window. Note that in order for the system to be able to save the incoming email, you should define the store folders for the emails - see more details under Email To Tickets settings section.
What happens when the "From" address cannot be matched?
If the "From" address was not found in the Commit database (as a full email or by the domain), the email will only be forwarded to the Internal Support Email, and no Ticket will be created. See more details on matching the email address in Matching by Email or Domain Name.

When a customer sends in an email and a ticket is generated, how do we alert the technicians and the customer that a new ticket was created?
When a new Ticket is created out of an email, you can set Email Connector to send an automatic response back to the customer, notifying them that a Ticket was opened out of their email. When you configure this in the ServerConfig, you can also define a BCC address for keeping track of these emails. In the BCC address you can set your Internal Support email, and this way you can receive each notification as an email.

On a side note, when using the Commit Alerts Server add-on module, you can use this mechanism in order to be alerted on new tickets. You can find more details in Commit Alerts Server Setup Guide.

How does the system handle email threads that originated from an automated response for new Tickets? How does it make sure not to open another new Ticket?

The system identifies incoming emails related to already existing Tickets and files the emails in the existing ticket. It also forwards them to the Internal Support Team Email for manual handling.

Identifying an already existing Ticket is performed in two phases:

1.	Identify that the source of the email is a valid Account in your system. This account can be either a customer or an employee.

Identify the Ticket number in the email subject, file the email as a document in the ticket, and forward this message without opening a new Ticket for it.
Note that if the email sender is an employee, the email will only be filed in the ticket, and will not be forwarded to the internal support email address.

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

Commit stores the incoming emails used for creating new Tickets in the folder that was selected during the setup phase (set by running the ServerConfig.exe utility).
The email is stored in the exact form it was received from the mail server, without any modifications to it. Apparently, Outlook Express is able to work with native formatted email message files (.eml) and knows how to parse and display them (there may be additional email applications that can handle this). However, MS-Outlook (the email client included with MS-Office) uses a proprietary file format (.msg) which is also related to the format used by Microsoft Exchange. Other email clients cannot view these emails.

Note that the first time you open an .eml file you may be prompted to set up Outlook Express. Click Cancel, and the files will be opened anyways.

If I already set up other Commit Server modules (such as the Alerts Server), do I need to configure the outgoing email settings again?

All Commit Server modules use the same outgoing email services, and use the same configuration program (ServerConfig.exe). If you already defined the Outgoing Email configuration, you do not need to define it again. The Email Connector server will use the same definitions.

Yes, using the Automated Email feature in Commit allows you to process incoming emails from automated sources, such as an MSP alerting application, and analyze the email's header/body in order to create the relevant Tickets in Commit.

You can read more about this feature in the Commit Email Connector Setup Guide, under MSP Integration Setup.