email connector | no-reply addresses

[nattivillin]

We often get emails sent to the connector from no-reply type addresses. They arrive for various reasons, but one that happens often comes from a client billing system to let us know a bill has been processed, payment has been sent etc. We told them to stop sending them there and yet, they still arrive.

When the connector creates a ticket for the original email then sends the auto response, it gets rejected by their mail system (as usual) then the bounce back goes to the connector creating another ticket!

How do we get the connector to ignore emails from certain domains or addresses?

[Support Team]

You should use the Automated Emails feature of the Email Connector.

With it you need to configure a Detection Rule that will detect such emails (e.g. from the email address of their billing system).

Next -

Configure a Skip Rule that will tell the Email Connector to skip this email
OR -
Configure an Account Detection Rule that will teach the Email Connector under which Account to open a new service Ticket under - so you will get to see their email - however, please note - in this case NO auto-response email is sent - so the bouncing loop will not even start.

Please configure the rules carefully or else such rules might hijack "normal" inbound email messages that you do want the email connector to process normally.

Hope this helps.

[nattivillin]

If we create a detection rule for the email address: noreply-payments@hq.bill.com, and not create a skip rule, the email simply shows up without a ticket being created?

[Support Team]

Not exactly. The email will either be skipped, using a Skip Rule, or create a new Ticket under an Account/Asset by following an Account Detection Rule.

[nattivillin]

The skip rule only allows you to skip by subject line. Since presumably every bill/invoice will be different, what to enter here to make this effective?

[Support Team]

Look for a common word that appears on all such emails. Anyway, Skip rules will "kill" such email notifications. You won't know about them. A better approach would be to have the ticket created, using Account detection rule, so you'll have that email filed and stored under the relevant account - please note that this ticket creation will not trigger an auto-response.

[nattivillin]

Multiple clients use bill.com (more than 10.)

So nix the skip rule and create an account detection rule instead? How would we setup an effective rule?

[Support Team]

That's a good question :-) We're not familiar with the Subject line formatting of this service, please email a few samples to our support@... address and we will try to see whether there's any trick that can help here, otherwise your idea of using the Skip Rule may be the best option.

[AN-Tech]

If you use Exchange as your mail server it's very easy to create a rule at the org level to do whatever you would like with emails from one address to your commit email address. If you don't use Exchange I would imagine others are similar. Might be better to just take CommitCRM out of the mix on this once since they don't have the option you are looking for.

[nattivillin]

After more research we found that bill.com includes the client name in the subject somewhere. (XYZ company has sent you money!) Or whatever. The name used is the name the client sets at bill.com so after looking at all of them, i think we have skip rules that are working.