From the documentation:
Matching Email to Account - Note that the matching is performed based on the full email address of the Account, and not by the domain name alone. This is because clients may be using generic email addresses (such as Yahoo®, Gmail®, etc.) and the system cannot rely on the domain name itself. If one of your clients has many possible email addresses, you should add each as a secondary contact record (in the Account Contacts tab). This has the added benefit of ensuring that your CommitCRM Contacts are more complete.
Just wanted to throw in my $0.02 on this... we need to be able to set up a default contact for each CommitCRM account which will be used if there is no exact match on the email address of the incoming email/ticket (this option should be selectable at the account level). In fact, we should be able to tell the system no matter who generates the ticket, all communication should be redirected to a specific contact (if Sue is the IT manager and Joe creates a ticket, Sue should be notified of the ticket process in case she wants to act on it specifically). My suggestion is simply to add the functionality to tell CommitCRM that if a ticket is generated though email and the contact does not already exist, use a default contact (this should be selectable at the account level). There are a number of benefits to being able to assign a default contact including accountability, ease of ticket tracking and simplicity. Under the current setup, if the client has 30 users in their environment, we need to add and manage every user in our database just so we can properly track tickets. Also, given that CommitCRM does not map very well to outlook/exchange contacts fields (this is a big problem that really needs to be addressed soon -- we are losing phone #'s, email addresses, etc. due to the incompatibility of fields between CommitCRM and outlook...), using multiple contacts in CRM causes problems in the sync process. On this last point, we should also be able to select which accounts are exempt from syncing with outlook (I don't want a list of ALL the users in EACH environment in my outlook contacts...).
OK-- thanks for reading!
//ray
Matching Email to Account - Note that the matching is performed based on the full email address of the Account, and not by the domain name alone. This is because clients may be using generic email addresses (such as Yahoo®, Gmail®, etc.) and the system cannot rely on the domain name itself. If one of your clients has many possible email addresses, you should add each as a secondary contact record (in the Account Contacts tab). This has the added benefit of ensuring that your CommitCRM Contacts are more complete.
Just wanted to throw in my $0.02 on this... we need to be able to set up a default contact for each CommitCRM account which will be used if there is no exact match on the email address of the incoming email/ticket (this option should be selectable at the account level). In fact, we should be able to tell the system no matter who generates the ticket, all communication should be redirected to a specific contact (if Sue is the IT manager and Joe creates a ticket, Sue should be notified of the ticket process in case she wants to act on it specifically). My suggestion is simply to add the functionality to tell CommitCRM that if a ticket is generated though email and the contact does not already exist, use a default contact (this should be selectable at the account level). There are a number of benefits to being able to assign a default contact including accountability, ease of ticket tracking and simplicity. Under the current setup, if the client has 30 users in their environment, we need to add and manage every user in our database just so we can properly track tickets. Also, given that CommitCRM does not map very well to outlook/exchange contacts fields (this is a big problem that really needs to be addressed soon -- we are losing phone #'s, email addresses, etc. due to the incompatibility of fields between CommitCRM and outlook...), using multiple contacts in CRM causes problems in the sync process. On this last point, we should also be able to select which accounts are exempt from syncing with outlook (I don't want a list of ALL the users in EACH environment in my outlook contacts...).
OK-- thanks for reading!
//ray
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