CommitCRM email connector advice

[nattivillin]

Who can we use for reliable pop processing for the email connector & alert server?

Seems we keep running into issues where we cant send or receive through various vendors pop services.

I think CommitCRM tries to connect every time there is something to send and we get blocked or filtered. The bigger and busier we get this more this is a problem.

[Support Team]

Not sure whether this is a question or not, anyway our two cents here is that we see installations that send a ton amount of email each day without ever having to deal with anything. Issues, when arise, are usually related to mail server refusing to send due to different policies, restrictions etc.

[nattivillin]

Yes. We are looking to see who has information about mail servers that work well with the email connector.

[Support Team]

From what we can tell most common servers used with RangerMSP are a locally installed Exchange and 365.

[lpopejoy]

Office 365 here. Rock solid. We check the mailbox every 20 sec.

[nattivillin]

Thanks. We'll try that out.

[nattivillin]

Is there a way to forward an email to the connector for processing and specify which tech should be assigned the ticket?

[Support Team]

At this time you can forward email to it and have the email connector open new tickets under customer accounts, though you cannot control the assignee, that is taken automatically depending on your settings. Thanks for asking, we'll add your feedback.

(Update from Support Team: starting with version 18 you can create a new Ticket on behalf of customer and also assign the Ticket to the employee by adding the employee email address prefixed by @ after the customer email address on the subject line, for example:
Subject: @joe@acme.com @emp@YourIT.com Slow server.)

[nattivillin]

could be easy for you to enable. The format could be:

@person@customerdomain.com @employee@tech-support.com My Printer is stuck

[Support Team]

That's an interesting idea. Noted. Thanks.

[lpopejoy]

Or you could see if a tech was cc'd on the email. IF so, then assign to that tech.

[AN-Tech]

Luke's method would be a lot easier to use. :-)

[nattivillin]

Assigning it to the tech attached to the original email would make tickets i send to the connector get assigned me me (the opposite of what i want)

[lpopejoy]

You are emailing a ticket to the connector.

Cc the tech you want it assigned to, how would that be the opposite of what you want.

Instead of using convoluted syntax in the subject line, you just use the cc field.

At least that's what seems like would make sense to me.

[nattivillin]

Does it work this way, or is this the way you propose it works? That solution sounds like it would work.

As long as it doesn't assign myself and the tech to the email chain.

[lpopejoy]

Just a proposition. :)

[nattivillin]

I almost tried to CC the tech i wanted on the ticket.....lol

[aaspeer]

We purchased a separate user license just to call it Queue, which all inbound emails are assigned to. the Queue user is assigned to a group email address so we all get notified of new queue tickets, then we assign as needed. This method has worked for us for a few years now.

[nattivillin]

We have the same thing, a license for a user called dispatch. instead of separate emails going to everybody, we send them to the shared mailbox that we all use.

[HavenZone]

no issues with Office 365