Email Categorization

New User creation and Ticket raising mechanism :

Case : 1

If an user who is not created under any account sends an email to the Mail address which is mentioned in the Mail server Address , then he will not be created under any account. His ticket will only be listed under Requests -> choose ‘All Accounts’ in the combo and the site of the requester will be set as ‘Not associated to any site’ and he will be created under All Accounts in the Requester page. You have to edit him only choosing ‘All Accounts’ in the combo from the requester page and associate the site and the account. –> This is the reason , some of the tickets site’s are mentioned as ‘Not associated to any site’

Case : 2

If an user who is not created under any account sends an email to the account specific support address which is present in Account creation page, he will be automatically created under that particular account and the ticket will be automatically created under that specific account and the site of that requester will be the Default Site mentioned in the Account Creation page.

Case : 3

If an user is created under an account with proper email address, sends an email to the Mail address which is mentioned in the mail server address, then the email / ticket will be properly categorized under his account.

Case : 4

If an user is already created in the application under a specific account, then if he sends an email to his proper account specific support address the ticket will be properly categorized under his account

Incoming e-mails are processed and placed under the account based on three criteria.

Criteria 1 – Sender’s e-mail address and the account to which sender is associated.

Criteria 2 – Support e-mail address present in the ‘To’ field of the incoming e-mail.

Criteria 3 – Domain based filtering present in the account configuration page.


Only when the incoming e-mail doesn’t meet the criteria 1, then it will keep on checking the next criteria until and place the ticket under its account according. If none of the above criteria matches it will create the ticket under “ALL ACCOUNTS” with no site. 

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