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Support is our default address in CommitCRM for email connector. Our understanding is that anything that is sent TO Support will generate a ticket but anything sent CC Support will only flow through. Why are emails that are sent CC Support creating a ticket as well?
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That assumption is only partly correct.
In short - When a email message is sent from an Account or any of their Contacts to the email connector (e.g. Support@) then a new ticket will indeed be created. When an email is sent by an employee to the email connector as Cc - that email message will be filed under an existing ticket and will be distributed to Employee recipients only. When an email message is sent by an employee to the connector as To - that is considered to be a reply to an existing message and the email will get logged under the ticket (just like with Cc) and will also be distributed to all recipients (Employee and External). And - there are other different tricks like emailing the connector and opening tickets on behalf of your customers etc. Last but not least - email messages from unrecognized senders are forwarded for manual processing. In any case, I recommend that you visit the Email Correspondence guide to learn more about that. Hope this helps. |
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Yes - I understand that is how it is suppose to work but an employee sent an email with support as CC and it created a ticket from that email. In theory it should not have created a new ticket if support was only as CC. How can we avoid the creation of a new ticket if we want to include support?
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Has the employee sent that email from an Employee email address? E.g. as filed under their Employee record in RangerMSP? In case they aren't employees (as per the system settings) but do have an Account then a ticket should indeed be created, just like with customer sending an email in.
Also, has a Ticket number existed on the email Subject? If so, that reply would be filed under the ticket, but otherwise it may very well open a Ticket. Last but not least, employees can open new tickets from emails they send if the follow these principles. |