Frequently Asked Questions

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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 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 "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).

 
How does the Email Connector associate Emails with Commit Accounts?

 

Note that the matching is performed based on the full email address of the Account, not on the domain name alone. This is because clients may be using generic email addresses (such as Yahoo®, Gmail®, etc.) and the system cannot rely on the domain name itself. If one of your clients has many possible email addresses, you should add each as a secondary contact record (in the Account Contacts tab). This has the added benefit of ensuring that your Commit Contacts are more complete.

 

 

When opening the ticket details in Commit for tickets which were created via the Email Connector you will find a link which opens the original email right next to the ticket description. Clicking on the link will open the original email with all attachment that were sent by the customer.

 

 
What happens when the "From" address cannot be matched?
If the "From" address was not found in the Commit database, the email will only be forwarded to the Internal Support Email, with and no Ticket will be created.
 

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.
 

1.        Identify that the source of the email is 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 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.

 

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.

 

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 Email Processing Settings > Automated Emails & MSP Integration.