RangerMSP Business Automation for successful ITs

October 21st, 2015, 12:30 PM
Posts: 14
We deal with a lot of property management companies with different locations. How would we setup our accounts so that when somone from location xyz with email 123@abc.com sends a support email, it goes to the account for xyz, and someone from location def with email 456@abc.com goes to the account for def, but all locations have an @abc.com email address?
October 21st, 2015, 01:26 PM
Support Team
Posts: 7,449
Two separate Accounts with the same catch-all domain will not work simply because the system will not know under which account to open the ticket under.

Therefore, @abc.com should be set to the main account, one that has most contacts that may contact you, while for other accounts you'll use the exact email match feature.

So, in case the ticket is opened under the main account, while it should have been created under the "secondary" account, simply modify the Ticket Account to that secondary account and add the email address of the sender as a secondary contact until this account, so next time they will send an email a new ticket will be created under the relevant account (the "secondary" one).

Hope this helps.
October 22nd, 2015, 10:13 AM
Posts: 1,145
For us we end up removing the email address from the main account and only using emails for actual people (contacts.)

Then we create separate accounts for each location. A PITA but all we can do until commit allows sub accounts like they do sub assets!

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