New Ticket From Email

If the system recognizes the email sender's address from the Commit Accounts database, it will automatically open a Ticket and copy the email content into the Ticket description (the text/plain part). The Ticket will be automatically linked to the Account which matches the email address.

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Email To Ticket Settings Window

Setting up the Response Parameters:

To send automatic responses to clients who have sent emails, set the following parameters:

•	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. In order to save the emails, which are saved as .eml files, you must configure the location in two ways:

1. As the Server sees it (as a local folder on the computer)

2. As the Commit Client Application sees it, so it will be able to open the file from the application, from anywhere on your network.

•	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 – you can 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 response to customers emails that became new Tickets (again, 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).

Connecting a sent-from Email to a Commit Account
Commit connects an incoming support email to specific accounts based on the full email address of the sender, not just the domain name used in the email address. The email's domain name cannot be used to identify the matching Account since many clients use generic email addresses (such as Yahoo®, Gmail®, etc.) so the system cannot rely on the domain name itself. In order to make sure that incoming emails are linked to the correct Account, make sure every possible client email address is added to the Account as secondary contacts (in the Account's Contacts tab). This also helps ensure the quality of your Contact database.