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Introduction

Mailroom checks the From, To, and Cc fields in an email. Mailroom avoids the User Email ID and the Helpdesk Email ID in the From, To, and Cc fields of an email.
Note: The Bcc field is not considered. 

Here are a few test cases regarding how the Mailroom works for Case creation (Action). Learn how to configure your Mailroom. 

Consider the following data samples for the listed scenarios. 

• User Email ID: [email protected]
• Helpdesk Email ID: [email protected]
• Contact Email ID: [email protected]

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Scenario 1: A user sends an email to Helpdesk (support) reporting an issue.

From: [email protected]
To: [email protected]

In this scenario, the Mailroom checks the From and To fields. As mentioned earlier, the Mailroom:

• Avoids User Email and Helpdesk Email IDs.

• Checks whether there exists a Contact record with the same User Email ID in the CRM.

Result:  

• If a Contact record exists with a primary email, the same as the user ID in the From field, the Mailroom creates a case and links it to the related Contact.

• If there is no Contact record with a primary email ID, the same as the user ID in the From field, only a Case is created but not linked to any Contact.

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Scenario 2: A user sends an email to the Contact's email address with the Support email address in the Cc: field.

From: [email protected]
To: [email protected]
Cc: [email protected]

Result: 

• If a Contact record exists with the primary email, the same as the user ID in the From field, the Mailroom creates a case and links it to the related Contact.
• If there is no Contact record with the primary email ID, the same as the user ID in the From field, the Mailroom creates a new contact based on the rule specified in the Mailroom action.

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Scenario 3: A user sends a mail to the Support email ID with the Contact's email ID in the Cc: field.  

In this case, a user sends an email to support regarding the issue reported by the customer, making Contact as Cc.
From: [email protected]
To: [email protected]
Cc: [email protected]

Result: 

• If a Contact record exists with the primary email, the same as the user ID in the From field, the Mailroom creates a case and links it to the related Contact.
• If there is no Contact record with the primary email ID, the same as the user ID in the From field, the Mailroom creates a new contact based on the rule specified in the Mailroom action.

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Scenario 4: A user sends a mail to the Support email ID with the Contact's email ID in the Bcc: field. 

From: [email protected]
To: [email protected]
Bcc: [email protected]

Result: 
Mailroom ignores the email ID in the Bcc: field and creates a Case irrespective of whether a related Contact record is available in the CRM. 

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Note:

• Mailroom can perform only one action at a time. If there are 'n' number of actions, it will validate the conditions set and trigger the first matched action.
• For example, if you have set up an action, say, 'Any email coming to [email protected] should create a contact (positioned #1)' and another action as 'Any email coming to [email protected] should create a case(positioned #6)', then action 1, i.e., Create Contact will be triggered, as the Mailroom matches this action, first.