Email Connector - Revision history

Dina: /* Auto Adding of New Secondary Contacts for Recognized Account */

2022-07-18T12:37:16Z

Auto Adding of New Secondary Contacts for Recognized Account

← Older revision		Revision as of 12:37, 18 July 2022
Line 259:		Line 259:

	[[File:Auto-add-secondary-contact.png]]		[[File:Auto-add-secondary-contact.png]]

			<br><br>

			====Auto-append the thread Subject with the Account and sender names====
			The Account Name (File as… field) and Sender Name are added to the email subject line of emails distributed to employees. This way employees on the field can easily detect the Account related to the email correspondence.
			This helps overcome cases where the customer email did not include the customer name or in cases where the mail server overwrites the Sender Name with the mailbox name of the email connector.


			[[File:Auto_append_account_sender_name.png]]

			<br><br>

			====Automatically open closed Tickets when customers reply====
			With this option enabled, customer email replies to closed tickets will automatically open the Ticket bringing it back to the open Tickets queue.

			Disabling this option will push such replies to the Ticket Inbox, however, the Ticket status will be kept intact.


			[[File:Email_connector_reopen_ticket_settings.png]]

	<br><br>		<br><br>

Dina at 08:08, 8 July 2020

2020-07-08T08:08:47Z

Show changes

Dina at 19:35, 18 June 2020

2020-06-18T19:35:26Z

← Older revision		Revision as of 19:35, 18 June 2020
Line 8:		Line 8:
	# Provides a full API to CommitCRM using XML formatted email messages.		# Provides a full API to CommitCRM using XML formatted email messages.

	~~'''This instructional video covers the basic Email Connector Installation flow, to review it [http://www.commitcrm.com/videos/email_connector_setup_video.htm please click here].'''~~
	[[File:Email_connector_overview_chart.jpg\|center]]		[[File:Email_connector_overview_chart.jpg\|center]]

Dina at 12:15, 24 May 2020

2020-05-24T12:15:37Z

← Older revision		Revision as of 12:15, 24 May 2020
Line 16:		Line 16:
	The Email Connector manages email threads for you. If a customer replies to your support email in regards to a specific ticket, or if you, as a technician, reply to the customer, the correspondence will be automatically filed under the ticket in the system and distributed automatically to the recipients defined for the Ticket.		The Email Connector manages email threads for you. If a customer replies to your support email in regards to a specific ticket, or if you, as a technician, reply to the customer, the correspondence will be automatically filed under the ticket in the system and distributed automatically to the recipients defined for the Ticket.

	[[File:~~Commit_email_connector_flow~~.gif\|center]]		[[File:email_connector_flow.gif\|center]]

	There are two email threading scenarios:		There are two email threading scenarios:
Line 46:		Line 46:
	#Duplicate domain names will create an error when processing the incoming email. Note that the system does not prevent entering duplicate domain names.		#Duplicate domain names will create an error when processing the incoming email. Note that the system does not prevent entering duplicate domain names.

	[[File:~~Commit_email_connector_setup_processing_domain_name~~.gif\|center]]		[[File:email_connector_setup_processing_domain_name.gif\|center]]

	== CommitCRM Email Connector Setup ==		== CommitCRM Email Connector Setup ==
Line 221:		Line 221:
	Administrators can control whether to activate the automatic scanning of email messages for recipients from this window under ''General Settings > Automatically find and add Ticket Recipients''.		Administrators can control whether to activate the automatic scanning of email messages for recipients from this window under ''General Settings > Automatically find and add Ticket Recipients''.

	[[File:~~Commit_email_connector_setup_email_header_scan_advanced~~.gif\|center]]		[[File:email_connector_setup_email_header_scan_advanced.gif\|center]]
	<br>		<br>
	In this window you can determine whether to automatically find and add ticket recipients for employees or external recipients.		In this window you can determine whether to automatically find and add ticket recipients for employees or external recipients.

Dina at 13:41, 19 May 2020

2020-05-19T13:41:33Z

← Older revision		Revision as of 13:41, 19 May 2020
Line 9:		Line 9:

	'''This instructional video covers the basic Email Connector Installation flow, to review it [http://www.commitcrm.com/videos/email_connector_setup_video.htm please click here].'''		'''This instructional video covers the basic Email Connector Installation flow, to review it [http://www.commitcrm.com/videos/email_connector_setup_video.htm please click here].'''
	[[File:~~Commit_email_connector_overview_chart~~.~~zoom542.PNG~~\|center]]		[[File:Email_connector_overview_chart.jpg\|center]]

	__TOC__		__TOC__

Dina at 14:27, 15 May 2020

2020-05-15T14:27:50Z

← Older revision		Revision as of 14:27, 15 May 2020
Line 26:		Line 26:
	For more details see [[Ticket Management#Email Distribution via CommitCRM Email Connector\|Email Distribution via CommitCRM Email Connector]].		For more details see [[Ticket Management#Email Distribution via CommitCRM Email Connector\|Email Distribution via CommitCRM Email Connector]].
	<br><br>		<br><br>
	[[File:~~Commit_email_connector_email_threading_flow~~.gif\|center]]		[[File:email_connector_email_threading_flow.gif\|center]]
	<br>		<br>

Dina at 18:05, 16 April 2020

2020-04-16T18:05:46Z

← Older revision		Revision as of 18:05, 16 April 2020
Line 57:		Line 57:
	The following window will open:		The following window will open:

	[[File:~~Commit_email_connector_outgoing_setup_window~~.png\|center]]		[[File::Server_outgoing_mail_server_settings.png\|center]]

	The server configuration window consists of the following tabs:		The server configuration window consists of the following tabs:
Line 81:		Line 81:
	<u>Note:</u> This email address should ONLY be used as the incoming email for the Email Connector. You should define a different address for your internal email which will be used for unrecognized emails and error handling (see [[Email_Connector#Internal_Support_Team_Email\|Internal Support Team Email]]).		<u>Note:</u> This email address should ONLY be used as the incoming email for the Email Connector. You should define a different address for your internal email which will be used for unrecognized emails and error handling (see [[Email_Connector#Internal_Support_Team_Email\|Internal Support Team Email]]).

	[[File:~~Commit_email_connector_setup_public_email_address_window~~.~~gif~~\|center]]		[[File:email_connector_setup_public_email_address_window.png\|center]]


Line 201:		Line 201:
	In the Default Filing Folder, and define both paths, as the server recognizes it and as the client recognizes it.		In the Default Filing Folder, and define both paths, as the server recognizes it and as the client recognizes it.

	[[File:~~Commit_email_connector_setup_default_filing_folder_advanced~~.gif\|center]]		[[File:email_connector_setup_default_filing_folder_advanced.gif\|center]]


Line 210:		Line 210:
	This is an advanced option, and we do not recommend on using it without consulting our support team at support@commitcrm.com.		This is an advanced option, and we do not recommend on using it without consulting our support team at support@commitcrm.com.

	[[File:~~Commit_email_connector_setup_backup_advanced~~.gif\|center]]		[[File:email_connector_setup_backup_advanced.gif\|center]]
	<br>		<br>
	To set up the backup email account:<br>'''Backup ALL Incoming Emails''' – select this option to activate the backup.<br>'''Send ALL to this Email Address''' – Enter the Backup Email Address which will be the backup mailbox. Note that this must be a different email address than the Email Connector Incoming Email Address to avoid deadlocks where the backup email is being sent to the Incoming Email Address over and over again		To set up the backup email account:<br>'''Backup ALL Incoming Emails''' – select this option to activate the backup.<br>'''Send ALL to this Email Address''' – Enter the Backup Email Address which will be the backup mailbox. Note that this must be a different email address than the Email Connector Incoming Email Address to avoid deadlocks where the backup email is being sent to the Incoming Email Address over and over again
Line 230:		Line 230:
	Clicking the Auto-Response Emails options button opens the following window:		Clicking the Auto-Response Emails options button opens the following window:

	[[File:~~Commit_email_connector_setup_auto_reponse_advanced~~.~~gif~~\|center]]		[[File:email_connector_setup_auto_reponse_advanced.png\|center]]
	<br>		<br>
	Here you can define the following options:		Here you can define the following options:

Dina at 17:50, 16 April 2020

2020-04-16T17:50:03Z

← Older revision		Revision as of 17:50, 16 April 2020
Line 297:		Line 297:
	The Internal Support Email Address is set in the following window:		The Internal Support Email Address is set in the following window:

	[[File:~~Commit_email_connector_setup_internal_email_window~~.~~gif~~\|center]]		[[File:email_connector_setup_internal_email_window.png\|center]]

	'''Email Address''' - This is an internal mailbox which will be used by your support team (e.g. support-internal@yourdomain.com). This mailbox should be manually reviewed on a regular basis to make sure there are no customer issues awaiting response which were filtered out for one of the reasons listed above.		'''Email Address''' - This is an internal mailbox which will be used by your support team (e.g. support-internal@yourdomain.com). This mailbox should be manually reviewed on a regular basis to make sure there are no customer issues awaiting response which were filtered out for one of the reasons listed above.

Dina at 13:46, 14 April 2020

2020-04-14T13:46:55Z

← Older revision		Revision as of 13:46, 14 April 2020
Line 117:		Line 117:
	To set up the Incoming settings, go to the Email Connector tab:		To set up the Incoming settings, go to the Email Connector tab:

	[[File:~~Commit email connector setup incoming window~~.gif\|center]]		[[File:email_connector_setup_incoming_window.gif\|center]]

	In this window, fill in the settings as explained in the following sections:		In this window, fill in the settings as explained in the following sections:

Dina at 10:54, 30 March 2020

2020-03-30T10:54:46Z

← Older revision		Revision as of 10:54, 30 March 2020
Line 164:		Line 164:

	to configure the automatic response settings, scroll down to the Email to Ticket tab:		to configure the automatic response settings, scroll down to the Email to Ticket tab:
	[[File:~~Commitcrm_email_connector_setup_auto_reponse~~.png\|center]]		[[File:email_connector_setup_auto_reponse.png\|center]]

	To activate the Auto-Response feature:<br>		To activate the Auto-Response feature:<br>
Line 190:		Line 190:
	Here you can define the following options.		Here you can define the following options.

	[[File:~~Commit_email_connector_setup_advanced~~.gif\|center]]		[[File:email_connector_setup_advanced.gif\|center]]
	<br>		<br>
	=====Store-Folder Settings=====		=====Store-Folder Settings=====
Line 243:		Line 243:
	When this feature is enabled, auto-response emails sent by the Email Connector will be sent to all Ticket Recipients – this includes those marked in CommitCRM as default recipients for the Account as well as all other recipients existing in the original customer email. This way everyone can easily participate in the email thread and their reply will automatically be filed under the Ticket in CommitCRM.		When this feature is enabled, auto-response emails sent by the Email Connector will be sent to all Ticket Recipients – this includes those marked in CommitCRM as default recipients for the Account as well as all other recipients existing in the original customer email. This way everyone can easily participate in the email thread and their reply will automatically be filed under the Ticket in CommitCRM.

	[[File:~~Commitcrm_email_connector_setup_send_auto_response_to_all_external_recipients~~.png\|center]]		[[File:email_connector_setup_send_auto_response_to_all_external_recipients.png\|center]]

	====Auto Adding of New Secondary Contacts for Recognized Account====		====Auto Adding of New Secondary Contacts for Recognized Account====