Tickets From Emails Not Automatically Allocated to Customer

When a Contact sends an email to an email address that has been configured in your CommTrak's Tickets From Emails settings, the generated Ticket will automatically be allocated to the Customer record for that Contact, and the sender of the email will be allocated as the Contact for the Ticket.

If an email is received from a Contact, but the generated Ticket is not automatically allocated to the Customer/Contact, please check the following:

• The Contact record exists for the sender
• The Contact's email address is correct within the Customer record, and exactly matches the email address of the sender's email (e.g. check for typos, additional punctuation, etc)
• The sender's email address is allocated to only one Contact within CommTrak; if the email address is allocated to two or more Contacts, CommTrak is unable to determine to which Contact the Ticket should be allocated.

Note: The Contact record (with correct email address), must exist prior to receiving the email; CommTrak cannot not retroactively allocate a Ticket automatically.

Resolving the Above Issues

Use the By Email search feature on the CommTrak Search Dashboard to locate the sender's email address.

If there is only a single Contact with the searched email address, the Customer record for that Contact will be displayed when the Find button is pressed. Note that the same email address may have been used for multiple Contacts within a single Customer, so if only one Customer record is displayed, check the Contacts tab to ensure that the email address has been used for only a single Contact.

If multiple Contacts have been assigned the same email address, the search results will display a list of Customer records.

If you have a single Contact who must be allocated to multiple Customer Records, consider using the Customer Groups feature, which displays the Head Office contacts in the Contacts tab for each Customer that is a member of the Customer Group.

Tip: If you frequently search for email addresses in CommTrak, you can permanently add the By Email field to your Search Dashboard using the Settings feature (the settings are explained in the linked article).