Change email to "domain.com" but keep default contact

[lpopejoy]

I want to change the email address in the "email" field on an account to "domain.com" but still have a default email address assigned for ticket "email recipients".

The purpose, obviously, is so the email connector which catch all emails from "domain.com"...

Is there a way to do this?

[Support Team]

Re: Change email to "domain.com" but keep default contact

Yes, add a secondary email and store "domain.com" as the email address of the secondary contact and not the main Account. It will still serve as a catch-all rule for the account/domain while a default email address will still be taken from the account as a recipient when opening new tickets.

[lpopejoy]

Re: Change email to "domain.com" but keep default contact

Oh, cool! So the "domain.com" needs to be in an actual contact for the account, or can it be in the "Email 2" field? Is the "email 2" field checked by the email connector?

[Support Team]

Re: Change email to "domain.com" but keep default contact

Yes, and yes. Both options will work :-)

[tfreitas]

Re: Change email to "domain.com" but keep default contact

Does this work against the "Main Company" for CommitCRM? (Company Employees are assigned to) We seem to be getting the following notifications and CommitCRM cannot match the record against the Secondary Contact for this alert nor the catch-all domain we have in the system.

---- Email from CommitCRM ----
Email address alert@mycompany.com was not found in CommitCRM database and therefore was forwarded for manual processing.

In order to prevent such cases you should add this email address to an Account or Contact record in CommitCRM.

You can also configure a domain catch-all rule for the relevant Account in CommitCRM.
Such a rule will cause the system to identify any incoming email from this domain as related to this Account.

To configure such a catch-all rule simply store the domain part (for example mycompany.com) in one of the Account’s email fields or as the email address of one of the Account’s Secondary Contacts (recommended).

Please refer to Matching by for more details


----- Original Message -----
From: <alert@mycompany.com>
Sent: Sat, 24 Jun 2017 09:30:45 -0700
To: <commitcrm@mycompany.com>
Subject: OK: Ping loss is too high on vpn2.someothercompany.com

[Support Team]

Re: Change email to &quot;domain.com&quot; but keep default contact

Thank you for posting this.

The domain catch-all trick works with emails received from customers. This will not work with emails sent from Employees - the email address used by an employee should be entered in full format under the Employee record.

Hope this helps.

[tfreitas]

Re: Change email to &quot;domain.com&quot; but keep default contact

The email is not being used by an employee nor is the catch-all domain associated with an employee account. I was just stating the the email alert@mycompany.com (Secondary Contact) is associated with the same "account" that has employees associated to it. Just in-case that company is treated differently.