Email to Ticket Settings

After setting up the Incoming Email Settings, you should now define the settings which will be used when converting incoming emails into Tickets in the system.

When receiving a new incoming email, the system recognizes the email sender's address or domain from the Commit Accounts database; it automatically opens a Ticket and copies the email content into the Ticket description (the text/plain part). The Ticket will be automatically linked to the Account that matches the email address.

Match by Email or Domain
Matching the incoming email to a Commit Account is performed based on the full email address of the Account, or by the domain name (if defined for the account). 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 Domain Name

While creating a new ticket, the system can:

•	Store the original email and link it to the ticket

•	(Optional) Send an automatic response to the email sender or forward the response to an internal email for backup purposes

Setting up the Email Processing includes:

1.	Setting up Automatic Response options to the customer, and defining a BCC address for responses.

2.	Setting up the Store Folders in which the original email will be saved

Setting up the required parameters for this is done in the following window:

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Email To Ticket Settings Window

1.	Setting up the Response Parameters: To send automatic responses to clients who have sent emails, set the following parameters:

•	Send Response – Select this option in order to send automatic email responses and notify your customers who sent emails that became new Tickets.

•	Edit response Text – Click this button to edit the text of the response email.

•	Attach the original email to each response – Select this option to attach the original email sent by the client to the response email.

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BCC email response to (optional) - You can select this option to automatically BCC your own support team to be notified, via email, on all responses to customers emails that became new Tickets (DO NOT set the BCC email address to be the same as the Email Connector Incoming Email Address, which is being processed by the Email Connector).

Setting up Store Folder:
This is the folder on the server's local disk in which emails that became Tickets are stored so that they can be attached to their Ticket.

Ideally, all emails that create a ticket for a specific account, will be stored in the account's Documents folder (each account's has a default folder defined for storing documents; click the account's Details tab to see the Docs Dir field). This way you will have all of the files that are relevant for a specific account, located in the same physical place on your server. All email files are saved as .eml files.

In order for the Email Connector service to be able to save the emails in each account's folder, you must configure the folder location so that the service will have the correct access to it.

This requires setting up the main Documents folder (under which you save all account's files) in the Allow Folders list. Setting up the folder teaches the Email Connector service how to map between the path appearing in the application as the account's Documents folder, and the way it can be accessed by the service itself.

Setting up the Allow Folders list includes setting up two paths:

•	The path recognized by the Commit Client application, so it will be able to identify the correct path as it appears in the account's documents folder

•	The path recognized by the server as a local folder on the computer Setting up Allow Folders for storing email files

After setting up the Allow Folders, you should also set up the Default Filing Folder, which will be used as a backup if the service cannot access the Account's documents for some reason (e.g. due to permissions issues). The Default Filing Folder will be used for such cases, to make sure the service can store the email.

Go to Default Filing Folder, and define both paths, as the server recognizes it and as the client recognizes it.

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Default Filing Folder Settings

After completing these settings, move on to the next step > Setting up Internal Support Team Email (for forwarding emails).

Note that the Email Connector also provides more advanced processing options, such as using the Email Connector as an API (via XMl transactions), or using Automated Emails. You can read more about the advanced Email Connector options in Email Processing.