To Create a new Contact from an Email
If you receive an email from a new Contact and want to add this new Contact to TrackerRMS in order to attach future emails etc then open the email and choose the Create a new Contact from this Email option in the Create a Record menu. This will use the name and email address from the Senders details to create a new Contact. If a Contact already exists with the same email address then the Add-in will inform you that the record does not need to be created. TrackerRMS will also look up the domain of the email address (e.g. @domain.com) to see if there are other Contacts with the same domain name on their email addresses and if a match is found, the Contact will be linked to the same Client record as the other Contacts ensuring that the new Contact is correctly logged in the CRM.
To Create a new Lead from an Email
If you receive an email that constitutes a new Lead then click on the Create a new Lead from this Email link within the Create a Record menu. This will generate a new Lead record with the Lead Description set to the body of the email content. Please note that the Contact must already exist on TrackerRMS in order to associate the Lead (please see Creating a Contact above).
Creating a new Opportunity (Job) from a specification attachment (mainly used by Recruitment Clients)
If an email is received that has a Sales or Job Specification attached to it then it can be sent to the xSpeced Agent within TrackerRMS where it will attempt to read the attachment and build an Opportunity (or Job) record automatically. To do this, open the email and click the Create a new Opportunity from the Attachment(s) option in the Create a Record menu. An email will be sent back to you from the xSpeced Agent informing you of the results and successful creation of the Opportunity (or Job) record.
Creating a new Resource (or Candidate) from a CV attachment
If you receive an email from a Resource (or Candidate) containing a CV then you can send this to the xTracked Agent where it will be parsed and a new Candidate record created (or existing record updated where a match is found on either the email address or mobile number contained within the CV itself). To do this, open the email and click the Create/Update Employee from the Attachment(s) option in the Create a Record menu.
This will popup a form asking you to confirm which attachments are CV’s that you wish to process as well as a drop down box to set the source of the Candidate (Where Did You Hear). Select the appropriate value from the drop down list and tick the documents you wish to process from the tick list presented.
You will receive an email back from the xTracked Agent informing you of the CV’s processed and the names of the Candidates created. Any CV’s that were unable to be parsed will show as Failed on the email report returned.
Creating a new Ticket from an Email
If a support related email is received from which you would like to auto-create an assigned Ticket, you can open the email and click the Create a new Ticket from this Email… option from the Create a Record menu. This will popup a form asking you to confirm the Subject and Type for the new Ticket as well as selecting the Departments and/or Person to which the Ticket is to be assigned. Please note that the Contact sending the email must already exist on TrackerRMS in order to create a new Ticket for them (please see Creating a Contact above).
There is also an option to Send a Copy of this Email to the Support Agent which will ensure that the email and attachments received are forwarded with the new Ticket request to be attached as dialogue to the newly created Tickets. This is recommended to ensure that the assigned person has all the information they require. You will receive confirmation of the ticket reference created (e.g. TKT-001234) after clicking Ok in case you need to relay this back to the Sender or a member of your team. The assigned person will receive notification of the new Ticket as normal.
Tracking an Email to a non-Contact or non-Resource record
If you wish to track an inbound email to a non-Contact or non-Resource record (i.e. a record where the Mail Agent could auto-assign based on the email addresses contained within the email) then you can click the Track this Email button within the email and select the Record you wish to attach the email to. Simply select the Record Type from the first drop down list and the Favourite Record Name from the second drop down list, then tick any attachments you would like to track and click the Attach button. You will receive an email from the Mail Agent confirming that the email has been successfully attached. Please note that only your Favourite records will be displayed in the Record Name drop down list which can be assigned by opening the main TrackerRMS web application and clicking the Favourites ‘star’ icon to the right of the record in the list.
Tracking Attachments to a Record
If you would like to track only the attachments received in an email to a record in tracker, for example:
- A contract document to a Client record
- A proposal document to a Contact record
- An updated CV to a Candidate record
- A support attachment to a Ticket record
- A quotation or specification to a Lead record
then you can click the Track Attachment(s) button and follow the same instructions as the section above.
Context Menu Option
All of the options described above can also be found in the context (right click) menu when working within your Inbox, Calendar, Address Book or Task list.