The Commit Email Connector module automatically generates new Tickets from emails sent by clients to a defined public email address. It also provides a full API to Commit using XML formatted email messages.
Email Connector pulls incoming emails from your mail server (POP3 server), processes the email and performs one of the following actions:
|1.|| Email to Ticket|
Finds the Commit Account that matches the "From" email address of the incoming email, opens a new Ticket in Commit linked to that Account, files the email as a linked document under the 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.
Email Connector files all incoming emails that belong to existing tickets as documents under the relevant ticket in the system. If the incoming email is part of an email thread related to an existing ticket, this email will be automatically filed as a document under the existing ticket in the system. Identifying that an email refers to an existing ticket is done by analyzing the email Subject, and finding the ticket number. See more details in Email Threading.
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
|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.
|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 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 creates Tickets for them.