The internal support email address is your main support mailbox which you use in order to manage email threads with your customers. This mailbox should be constantly reviewed by your support team and is used for the following purposes:
| 1. | Standard Email threads - Standard one-on-one email threads with customers which relate to existing Tickets will be automatically forwarded to this email address, so that you can continue the conversation on the same thread. |
2. Unrecognized emails - Unrecognized emails from new customers not yet in the Commit database will be forwarded to this address (and no Ticket will be created).
| 3. | Error Handling - Emails which could not be processed due to errors during the process (such as the wrong format in XML formatted emails) will be forwarded to this mailbox. |
Make sure not to use the same email address for the "Public Email Address" and the "Internal Support Team Email Address." Also, make sure that emails sent to the Public Email address and the Internal Support Email address do not end up in the same physical mailbox (i.e. that they are not synonyms/aliases for the same mailbox).
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