email to one recipient --

[raymond]

is it possible to email from a ticket (so that it goes through the email connector) and send it to a specific contact who might or might not be in the ticket's external recipient list? we have some clients where all the users can open a ticket (via the email connector) but some tickets require approval by one of their managers. we don't want to add that manager to the external recipient list and we don't want the person who opened the ticket to see the approval request from us... we do however want the managers approval to be added to the ticket (as a history note) but we don’t want that email to be blasted to all the external recipients...

How can we initiate an email request from the ticket (so that it comes from the email connector mailbox and included the "TKT" info in the subject) but direct it to a "3rd party" email address?

thanks!

//ray

[Support Team]

Send the email asking for approval To: the person that needs to approve it.
Put the Email Connector email address in the Cc or Bcc of the email message you send.
The email will be filed under the Ticket but will not be distributed automatically.
The email will be sent to the manager for approval as you will To it to her.

BTW, the manager contact details with their email address should exists in your RangerMSP Accounts and Contacts database so their approval reply will be filed in RangerMSP.

Hope this helps.
Dina

[AN-Tech]

I still have a hard time following the distribution process. When the manager replies to the request for approval it will get attached to the ticket. But will the original employee who is listed as the contact on the ticket also get a copy of the managers email?

[Support Team]

Yes, when the manager reply the email connector knows the message regarding this Ticket does not come from an employee and therefore it will (1) distribute it to all Employee recipients and (2) file it under the Ticket.

Hope this makes sense.

[AN-Tech]

Would that still be the case if the manager was also listed as an External Recipient along with the original contact or would it still only those listed as Employee Recipients?

[Support Team]

Yes. Whenever an email messages comes if from external sources (i.e. not from an employees) the email is filed under the Ticket and being distributed to Employee recipients. This is true whether the Sender contact is listed under the Ticket as a recipient or not.

The only limitation is that the sender should be recognized by the email connector - either its email address is logged as a recipient for the Ticket or it is stored for any contact or Account in the RangerMSP's database. Otherwise, it'll be considered as an unidentified email (possibly spam) and will be forwarded for manual processing.

Click here to review how the entire ticket email threading works (recommended reading even if you already use the email connector, it is being updated constantly).

Thanks.

[raymond]

one exception that seems to apply (please confirm) is that when in internal emplyee responds to the "[ASSIGNED]" email which automatically goes out to them (because they are the account manager, etc.) -- the reply does not get routed to the external recipients... this is ideal because the employee can reply to this message and add notes quickly to the email if they need to... that said, we need CommitCRM to confirm that this is indeed the case.

thanks!

//ray

[Support Team]

Ray, what you listed is not how it'll work...

ANY email you, as en employee in the system sends To: the email connector address re an existing Ticket WILL by filed under the Ticket AND be distributed to All external recipients. This is the all idea - to let you reply to Tickets.

If you want your email Not to be distributed but only filed under the Ticket you have two options:

(1) Cc or Bcc the email connector, instead of To-ing it.
This way the email message will be filed under the Ticket and may go to Employee recipient (Internal Distribution) but will never go to External Recipients.

OR

(2) (started in version 5.6):
"To send internal emails, you can now use a predefined keyword in the email subject which indicates to the system that this is an internal email. Each time the system processes an email which contains this keyword in the subject, it will treat it as an internal correspondence, and will only distribute it to the Employee Email Recipients of the Ticket. This way, all replies to these emails will be processed as internal, eliminating the need to put the email address in the CC or BCC.

Administrators can define which keyword should be used (default is *123*, including the asterisk signs). The keyword you choose must be unique, because it will always indicate an internal email, and will never distribute it to customers. Generally it is recommended to keep the default value provided with the system."

HTH
Dina