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We're pleased to announce a new integration for RangerMSP:
RepairTech Techsuite Reports to RangerMSP. RepairTech developed this new integration that links Techsuite Reports with RangerMSP. In short, this integration automatically syncs your TechSuite Reports with RangerMSP Tickets using the Email Connector module. In case you were not aware, RepairTech makes automated computer repair utilities for IT professionals and so is a great match for RangerMSP. You can read more about it on our site here and also on the RepairTech's blog here which includes usage instructions. Please feel free to post below any questions you have about this integration and the RepairTech team will also be available here to answer. |
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Ian,
I enabled the integration - very cool BTW. However, I'm not sure how this is supposed to work. First, I'm not sure why I need to add your email address to a contact. As long as you have [ticket#] in the subject (including the brackets), it should auto add the email to the correct ticket. Second, when I tested this, the ticket # is NOT in brackets - which means the email connector has NO idea what to do with this inbound email - and just forwards it to the default mailbox for emails it doesn't know what to do with. Thanks! Luke |
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Hi Luke - The fact that the ticket number is not in square brackets should not be a problem. If you don't add our email as a contact, the emails will be rejected by the CommitCRM Server and forwarded to the "Internal Support Email Address" for manual processing like this:
Quote:
Ian |
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If the email FROM address matches an contact under MY account, then it will create a NEW ticket under MY account.
What needs to happen is it needs to log the email under an EXISTING ticket - this will be done by referencing the [0500-ticket#]. Support can you confirm this is correct? |
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After communicating with our contact at CommitCRM, we developed and tested our integration; and, we observed that if the subject line contains a valid ticket number (even without square brackets) and our email address (commitcrm@repairtechsolutions.com) is in the CommitCRM database, then the TechSuite Report Email should be attached to the EXISTING ticket referenced in the subject line. If the subject line does NOT contain a ticket number, then it will be used to create a NEW ticket. By the way, we send the email with CC so it will not be forwarded to your customer.
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Thank you, guys.
Just to summarize and clarify few things: FROM email address must exist in RangerMSP, otherwise any email, even with Ticket number in the subject will be recognized as an error and forwarded to manual support. Think of it as a kind of a spam blocker - otherwise anyone could spam your tickets simply by guessing ticket numbers... We also recommend to create new Account for RepairTech Techsuite Reports as explained on the RepairTech's blog , however it is possible to add this email address under any Account or Secondary Contact. Generally the integration was developed to attach email reports to existing ticket and in case email will be sent without ticket number - new Ticket will indeed be created for Account with this sender email address. Ticket number without brackets is also supported, though whenever there's a choice we always recommend using them to increase the likelihood of valid parsing of the email subject. Hope this helps. |