Easy ingestion of emails with managed accounts

[Eric DeVille]

Hello!

I'm having a lot of difficulty understanding the best set up for what I'm trying to do and if it's even possible.

I am currently setting up a JSM project to ingest generic help desk emails. Everything works great so far with my workflow, screens, and transitions etc. However, Customer Management is breaking me.

My Goal

I'd like to be able to set a customer account when we get a email ticket from someone who has never emailed before. Depending on the domain they are emailing from, I'd like to add them to an established Organization. These accounts would represent people in our company. We aren't planning to start with using the Portal, so I'd like to blindly accept the email if it's from an approved domain as a ticket without any action from the customer.

The Issue

Currently, emails that the service project receives automatically shoots back a verification email for the user to verify their email if they are not verified. This is resulting in the help ticket not being generated and the other actions not happening until verification completes.

I am unsure what information may need to be understood to get around this, but I'd appreciate working with someone who knows these configurations better than I.

Thank you,

[Sarah Wright · Accepted solution]

Hi @Eric DeVille 
I would first go here and check that you have all of these same settings. There are levels of setting that need to be checked and this page did a good job laying our where and why.

[Eric DeVille]

Hi Sarah!

thank you for leading me to this page. After reviewing that with my current settings I did find that my problem relates to the fact I had internal users checked rather than external.

i do not know if there is a setting to avoid needing a verified email for internal users, but now that I isolated it I can keep investigating. I’ll mark your comment as the solution.

thanks again!