Public Email not registering employee emails

[BeauBreau]

I have a problem with replying to emails from the public email address not registering in the ticket and not being received by the user. Ive checked my email address in the Employee section and it is ok. This has never worked for me.

[Support Team]

Thank you for posting this. Please verify the following:

1. While replying to the Ticket, you should send an email TO:<your Public Email Address> e.g., support@ in order the email will go through Email Connector. It then receives your reply, nicely file it under the ticket as well as sending it to the customer and all other recipients listed under the ticket.

2. Your email address, as the Sender, should exist under your Employee record in RangerMSP - and - ONLY under your Employee record. Note that you send replies to the Email Connector public email address from your own work email, the customer, however, gets the reply sent to them from the Public email address, e.g., support@.


You can run the Configuration Check option from under the Settings menu > Email Connector to check whether your address is listed elsewhere too.
In case your email address is found under the multiple records, your email reply could be forwarded to the Internal Support email address for the manual processing.

Please let us know how it goes, in case everything looks fine and you still don't see such replies nicely filed under the ticket we may need to review the app log files too.

Hope this helps.