The Email to Ticket feature finds the Commit Account which matches the "From" address of the incoming email, and then opens a new Ticket in Commit, and links it to the Account. 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.
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 using the Automated Emails feature, 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. You can read more about this feature in the Commit Email Connector Setup Guide, under Email Processing Settings > Automated Emails & MSP Integration.
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