KB: How To Create Tickets On Behalf of Your Customers Using Emails
From CommitCRM-Wiki
Contents |
Introduction
The Commit Email Connector module processes incoming emails, finds the Commit account which matches the "From" email address of the incoming email, opens a new ticket in Commit linked to that account
In some cases when you are in the field you may want to be able to create tickets by sending an email to your own support mailbox.
Explanation
If you, as an employee/user in CommitCRM system simply send the email from your email account, this will assign the tickets to your own account in CommitCRM since it will see your address in the "from" address of the email.
Using the instructions below, you can learn how to assign the new ticket to an account from the subject line rather than create the ticket under your own account.
Instructions
The Email Connector can be configured to analyze your incoming emails by subject (in addition to the default behavior which parses the email message to match the message to accounts by the senders' address) identify the account in the email subject, and open the ticket for the relevant customer. This can be done using the Automated Emails feature in the email connector. This requires some setup steps, however, once you get it working, it can be quite helpful.
The idea is to send simply formatted emails to your support mailbox (for the email connector to process), and "teach" the email connector to identify these emails as automated (which means the system will analyze their subject in order to find the account, rather than use the "from" address).
To setup the Email Connector this way, you should run the ServerConfig.exe program, and go to the Email Connector tab.
Then follow these setup steps
1. In the Email Connector's automated emails settings, you should add a rule for emails and use a word/phrase which will identify these email as automated.
2. Then add a rule which will teach the system how to find the company name in the email subject. You should first decide on the format for these emails subject, so you will have the company name in the subject line. For example, always put the account name in the subject between the phrase "From Customer:" and ",". This way you can send the email with such a subject:
From Customer:<put the customer identifier here>,
You can prepare an email template for such cases in your email client, so you will always send it in the exact same format.
3. When the Email Connector pulls such an email from the incoming mailbox queue, it will identify these emails as automated, and will detect the company name according to the formatted subject. Then it will open a ticket for this customer according to this email, and will attach the email to the ticket.
Notes
- The customer udentifier in the subject should be the Account # as appears in CommitCRM's database. Alternatively you can decide on a different identifier for the company (e.g. Account Name), and keep it in another field in the account.
- Click here for more details on account identification rules.
- Using this mechanism will not send an automatic email response to the customer, as it did not arrive into the system using the "regular" email-to-ticket path (i.e. customer sends an email that is being converted to a new Ticket), which allows the automated responses.
You can read more about the automated emails setup and configuration here.
Final Result
The CommitCRM system will allow email messages from employees' to create tickets for customer accounts by simply adding From Customer:<Account Code>.
