Email connector auto response to default external recipient

[skidmarx101]

Hi,

We are trying to setup CommitCRM to notify a default external recipient when a new ticket is created via the email connector.

Currently the default external recipient is added to the ticket on creation yet only the person who sent the email receives the ticket creation auto response.

Is there a way we can have the auto response go to the default external recipient aswell?

Cheers

[Support Team]

Re: Email connector auto response to default external recipient

Thank you for posting, here how things work:

All recipients included in the original email from the customer, e.g. the email that created the the new Ticket, are added as Ticket Recipients.

The auto-response email will be sent to ALL of these recipients, e.g. to everyone that were involved in the original email from the customer.

Default recipient/s will be added as recipient/s too, however, they will not receive the auto-response email, however, they will receive any new reply related to this ticket.

You may also want to use the Alerts to Customers feature where you can have email sent on any new ticket created, these will get sent to default recipients.

Hope this helps.

[skidmarx101]

Re: Email connector auto response to default external recipient

That doesn't really help. I'm looking for tickets automatically created via the email connector to send off to a account specific email contact which they can they reply to and confirm we can proceed with the job.

I've reviewed the forum post from 2011 subject "email to one recipient --" where Ray is after a similar solution. Do you have any suggestion how this can be done automatically?

Cheers,
James

[Support Team]

Re: Email connector auto response to default external recipient

Thank you for posting this.

We believe that with Email Alerts to Customers it should work well for you:

For example, if specific contact (Contact A) is set as a default recipient for the customer account, when Contact B, of the same Account, sends an email that is converted automatically into a new Ticket - the following will occur:

1 - Contact B will get auto-response that the ticket was created.

2 - With Alerts to Customers enabled - Contact A will get an email alert that they CAN reply back to approve the job.
Their email reply will be (1) saved under the Ticket history, (2) forwarded to the Employee recipients listed under the ticket but (3) will NOT be sent to the external recipient/s, i.e. Contact B will not get the email sent from Contact A.

Email Alerts that are sent to customers are based on Email Templates that can be customized and a Ticket Description field can be added so the Contact A will get a full copy of the original email sent by Contact B.
In addition, a Ticket report can be optionally attached to such emails.

Hope this makes sense and helps.