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The Commit Email Connector module automatically generates new Tickets in Commit from emails sent by clients to a defined public email address. It also provides a full API to Commit using XML formatted email messages.
The Email Connector pulls incoming emails from you mail server (POP3 server), processes the email and performs one of the following actions:
| 1. | Email to Ticket
Finds the Commit Account which matches the "From" email address of the incoming email, opens a new Ticket in Commit linked to that Account, and optionally sends an email response back to the customer. 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 Email to Account - Note that the matching is performed based on the full email address of the Account, and not by 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. |
| 2. | API by Email
XML formatted emails received by the Commit Email Connector are analyzed to detect if actions are written in them, and if so, then these actions are carried out. This is essentially an API for the Commit database, which allows you to perform many actions such as linking to external systems, receiving forms submitted from your web site, etc.
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| 3. | Automated Emails & MSP Integration
The Automated Email feature in Commit processes incoming emails that have been sent to the Email Address defined for the Email Connector. The emails processed are from automated sources, such as an MSP alerting application, and the Automated Email feature analyzes the email's header/body in order to create the relevant Tickets in Commit.
The Automated Email feature allows you to define a set of rules that will help the system detect automated incoming emails which contain information about specific customers, and create Tickets for them. |
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