Sometimes Tickets are created for the wrong account. How does Email2AT determine which account gets a new Ticket?
Email2AT Classic works through the following rules to determine how to route the ticket:
- If there is a Ticket Number in the subject line of the email, Email2AT will verify that the Ticket Number is valid. If it is valid, the email will be added to that Ticket as a Ticket Note.
- Email2AT will extract the from-address from the email and search all contacts in Autotask to find a match. Email2AT will search two fields on contacts: “Email Address” and the User-Defined Field “Email2AT Addresses” (if this UDF exists). If a contact match is found, a new Ticket will be created for this contact on their associated account.
- Email2AT will extract the domain-name of the from-address from the email and search all accounts in Autotask to find a match. Email2AT will search two fields on accounts: “Website” and the User-Defined Field “Email2AT Domains” (if this UDF exists). If an account match is found, a new Ticket will be created for that account. [NOTE: domains listed in the “Email2AT Domains” UDF must be formatted as “@domain.com, @domain2.com”]
- If no matches are found, Email2AT will create a new Ticket and assign it to the primary Autotask account