Today we’re excited to announce the next feature from our Community-Driven Development Track!
A special shout-out goes to Carl Howell for the request! Carl wanted a way to handle situations where his customers would email tickets in from their work email, and then go home and email in tickets from their personal email as well which would create a bit of a mess.
We’re solving this scenario today by enabling a new field on contact records for ticket-matching purposes. Enter as many email addresses as you like, and incoming tickets matching any of those emails will now be routed to the proper contact. Additionally, any ticket originating from a ticket-matching email will automatically be added as a CC on the ticket, allowing your customer to email in a ticket from their personal email, and then continue on with that same ticket from their work email.
Here’s what Carl had to say about the feature:
“This is the second time the team at Syncro has implemented one of my suggestions for the product and I could not be happier. This latest feature allows each contact to have an additional email address so they raise tickets on their account from both their work or personal email addresses. This is great at a time where more people are working from home and using their own equipment and mobile devices.“
To learn more about the Customers module within Syncro, visit our Customers Help Center article here.
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Cheers,
The Syncro Team
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Thank you for the update on the new feature added to Syncro RMM & PSA. It’s great to see that Syncro is constantly working to improve their platform and provide more capabilities for their users. I’m curious to know if there are any limitations to the number of email addresses that can be added to a customer or contact? Also, is there an option to prioritize one email address over another for communication purposes? Thank you for the informative article.