new ticket email alerts --

[raymond]

In CommitCRM options, we have the "Alerts to Customers" where we can set up how the systems responds. From the documentation we have "New Ticket Alerts are sent when a new Ticket is created for the Account by an employee or via CommitCRM API."

Then in the email connector, we have the "Send Response Emails" under the Email to Ticket tab in the Email Processing Settings. This is very confusing... all the email alerting should be centralized. This section needs to be moved back to the CommitCRM > Tools > Options > Alerts to Customers section so that we have, all in one place, the alert email settings.

//ray

[Support Team]

Thank you for posting this and for your feedback. We'll take a note of this.
However, as you probably know, these two options belong to two separate module: Alerts Server and Email Connector.
The Alert to Customers are notifications that are sent when ticket is created for customer by employee in RangerMSP application or via Web/API, such alerts are not sent if customer logs the Ticket using Customer Web Portal.

Automatic responses are sent when ticket was created from emails sent by customers and the system provides them with a confirmation for the new ticket being created - as a response to their email.

Anyway, good points. Thanks.