Emails sent from CommitCRM

[AN-Tech]

Can you consider adding the ability to specify what email address is used when sending emails fromCommitCRM?

When we close our tickets we click the send email button from the ticket. This creates an Outlook email that we modify to clean it up a bit. We then manually change the From address in the message to be sent from help@ourcompany.com. This way all replies go to the correct place.

It would be helpful if we could specify in CommitCRM to do this for us. One less step for us to do and less likely to make a mistake and forget to change it when sending the email.

Thanks

[Support Team]

Re: Emails sent from RangerMSP

Hi ascendnet,

I hear you and I understand what you mean. Outlook allows working with several email accounts and you can manually choose which one to use as the email sender whenever sending an email (via Outlook). Having this option defined in RangerMSP sure sounds like a helpful feature, although I'm not sure this is that simple to implement. I'll pass this on to the developers to think about...

In any case, have you considered changing your default account to be using the support email, in order to avoid mistakes? I know this may create problems when you wish to send emails from your personal account, so it basically depends on which way is more common for you. Note that when replying to emails, the correct account will be used anyway...

Thanks again for your suggestion!

Ethan

[AN-Tech]

Re: Emails sent from Commit

I use my regular account for too much to be able to default it to our help@ account. This shouldn't be a problem when CommitCRM is handing all of the incoming and outgoing email correspondence related to tickets internally as opposed to using Outlook.

Hint Hint Hint

[Support Team]

Re: Emails sent from RangerMSP

Got it :-)

[jtfinley]

Re: Emails sent from Commit

This is why we started using another ticket system, Kayako, to handle all our ticketing. This is something a couple other CommitCRM users and I have been poking/prodding for them to implement a better ticketing system to allow replies from any device. We are not always at our PC so replying to customers from our cellphones, any computer for that matter without needing "Outlook" is what drove us to implement Kayako. I HOPE, CommitCRM will implement something like this...

[Support Team]

Re: Emails sent from RangerMSP

Thanks for your input jtfinley, and for letting us know how we can help.

The good news is that we're currently enhancing the various emailing options which already exist in the system, and we are actually adding some options to support email threading (i.e. to make it possible to file all email communication re a service ticket under the ticket). The current changes are making their way to the coming 5.1 release.

Neta.

[ajgyomber]

Re: Emails sent from Commit

Yippee! :) That will be awesome.

[jtfinley]

Re: Emails sent from Commit

Neta,

Will these enhancements include the ability to reply from any where? For instance, when a "support@COMPANY.com" email comes in, Kayako, then forwards it to tech's emails with a special subject header that get's stripped when we reply back that way it can keep track of the emails. This ability is a MUST for us and I'm sure MANY MANY others. What I have to do now after a ticket is about to be closed it FORWARD it to COMMITCRM and then in a way double entry the description for charges.

[Support Team]

Re: Emails sent from RangerMSP

jtfinley,

The way it will work in RangerMSP is probably different than the way it works in other systems as each system is different and tries to achieve different goals.

I general, a technician will be able to send a copy (CC/BCC) of their reply to the customer to the RangerMSP Email Connector, which will receive the email and file it under the relevant ticket in RangerMSP.

Detailed information on this will be published once this feature is released.

Thanks,
Dina

[digitalminds]

Re: Emails sent from Commit

I concur with jtfinley.

So with the 5.1 CommitCRM release, if a tech forgets to cc or bcc support@company.com (for the email connector to parse it) or to forward the replies back from a client/customer which will be sent to the tech's email address joetech@company.com (per your description above) to support@company.com, the communication is not logged. Did I understand correctly?

[ajgyomber]

Re: Emails sent from Commit

I would imagine that if you can't update a ticket and automatically have it email the client with the change and if the client responds via email and it doesn't get added to the existing ticket and change the status from hold or something there will be complaints. I will be one of them!

[Support Team]

Re: Emails sent from RangerMSP

@digitalminds - with RangerMSP emails are sent using your email client, usually Outlook. If the tech's communicate directly with the customer using the tech's personal email address, other than the public support email address (the one the email connector automatically tracks and processes) then the technician needs to BCC/CC the connector in order for this communication to be automatically filed. In any case, the technician, as an employee in the system, will be able to forward a message to the connector which will automatically file it. Or, you can always drag the email from your Outlook and drop it on the Ticket in RangerMSP so it will be filed.

@ajgyomber - the email threading with 5.1 handles email sent by technicians to customers and incoming email sent from customers to you. Emails will be filed under the Docs tab of the ticket. Changes to the ticket details will not automatically send an email to the customer. The technician is in control and the technician is the one that decides whether there's a need to send an update email to the customer when a ticket is modified

Thanks guys for sharing your thoughts on this. We believe that the new email threading feature in the coming 5.1 is great and that it will help many of you. Anyway, I don't think it'll cover everything and every possible scenario... but, like we always do, we'll be carefully listening to your feedback and implement the relevant changes.

Dina

[Easy I.T.]

Re: Emails sent from Commit

to CommitCRM Support - I praise you guys on trying and listening to our feedback- but the solution you guys are implementing i dont believe will be any great help to anyone. As when the Tech replies - it will come from their own email address - and then if the end user replies - this will go to the tech and the email trail will be lost.

If you insist on using outlook and the connector there is maybe a way around it. What Cerberus helpdesk does. ->

When an email comes into support@supportcompany.com and then is assigned to techuser@supportcompany.com - the email address support@supportcompany.com is always used. So the tech receives an email from support@supportcompany.com (instead of end user) - when he replies - he replies to support@supportcompany.com and then the helpdesk software parses the email and in turn files it/adds it to the thread and also forwards it to end user from support@supportcompany.com instead of techstaff@supportcompany.com - This is just one option which allows the use of the tech users outlook client instead of the webinterface - ofcourse they can log into the helpdesk software and send emails from within the web interface (Which would be nice if CommitCRM could do this)...

The ticket is then all threaded nicely - on one page - instead of attachments - is CommitCRM planning on doing this or sticking to the attachments? - which make me not want to use it - (i would have to open 5 seperate emails just to see what i could be displayed in one page of threaded emails)

[ajgyomber]

Re: Emails sent from Commit

Ticket threading does NOT equal email threading. I don't want email threading as I already have that with Outlook. What I want is when I update a ticket that update gets sent to my client through CommitCRM from my support@company.com email address. If the client clicks reply and gives us some information related to the ticket, I want it to insert that information into the ticket notes and notify me there was an update. This is pretty much how every other ticketing system works.

[Support Team]

Re: Emails sent from RangerMSP

Thanks Easy I.T. for the interesting feedback on this.

RangerMSP 5.1 will soon be released (Beta) so you'll able to actually see how it works.
It will work differently than you described though. RangerMSP Email Connector will not serve as a central email hub that manages all email traffic. It will "simply" file all email communication, going through your public support email address, and is related to a specific service ticket under this ticket.

With what you describe the customer always communicates with the support@supportcompany.com email address (this is what we call the Public Email Address). It works the same with RangerMSP. You'll just need to make sure technicians have access to this email account and that the send replies/emails to customers using this email address (instead of their own email address). This way customer replies will be processed by the email connector and filed and only then forwarded to the internal support email address.

That said, we understand that it doesn't cover all scenarios and we will probably add more features and options in the following releases. We do believe it will help many users even w/o any additional options and this is why we prefer to release early while embedding the required changes in future releases.

Hope this makes sense.

Doron