Scenarios where the email parser would create known vs. unknown tickets

Question

How do unknown tickets get created vs. known tickets in BMS?

Answer

Below is a summary of scenarios as to when the parser will create known vs. unknown tickets: 

1. email@support.com sends an email to the email parser:
   • email@support.com does not exist in BMS under CRM > Contacts.
   • This will result in an unknown ticket.
2. email@support.com sends an email to the email parser:
   • email@support.com does not exist in BMS under CRM > Contacts.
   • support.com is however defined as a valid domain name under CRM > Accounts.
   • This will result in a known ticket.
3. email@support.com sends an email to the email parser:
   • email@support.com is a known contact in BMS
   • This will result in a known ticket.
4. email@support.com sends an email to the email parser:
   • email@support.com is a known contact in BMS but it exists under two different CRM accounts.
   • This will result in an unknown ticket.
5. email@support.com sends an email to the email parser:
   • email@support.com is a known contact in BMS > CRM > Account "Microsoft."
   • support.com is defined as a valid domain name in CRM > Account "Oracle."
   • This will result in an unknown ticket.
6. email@support.com sends an email to the email parser:
   • email@support.com is a known contact in BMS.
   • email@support.com is defined as an employee in BMS.
   • This will result in a known ticket.
7. email@support.com sends an email to the email parser:
   • email@support.com is defined only as an employee in BMS.
   • This will result in an unknown ticket.

Applies to: BMS email parser