Email in ticket from tech

[PCClosure]

We have searched high and low for the solution, but nothing is working - I want one of my techs to email the email account we setup for the support email for CommitCRM and have it create a ticket via email. Whenever a client emails in, it creates a ticket, but when one of the techs email in, it just goes to the internal email account for 'failures and error' but no reason why. We also can not forward an email from one of our clients to the support email account either using the @company.com short code in the subject.

[Support Team]

Re: Email in ticket from tech

In order to create a Ticket on-behalf of the customer, the technician should send an email with a Subject line that includes the complete customer email address (e.g. not only with a domain part) prefixed with @.

For example, the email subject should start with:

@john@company.com And This is the Rest of the Subject Line

More details about using the above method can be found in this article.

One additional note - The above will only work when the email address sof the sender (e.g. technician) is stored under that tech's active Employee record in RangerMSP.

Hope this helps.

[sb020397]

Re: Email in ticket from tech

Email connector really needs to be able to pull from the reply to. Would solve so many issues.

[Support Team]

Re: Email in ticket from tech

Feedback noted.