Best way to handle multiple contacts with the same email address

Help & Questions
1

Normally a contact only needs to exist in one organization. The problem with AutoTask is that can’t handle the scenario where you have a vendor who is servicing more than one client. So they submit mail from their vendor email domain for more than one client.

Because of the way AutoTask has to handle contacts, there needs to be a contact duplicated in each of the organizations so that they can be added to tickets.

This becomes a problem with the workflows we have right now where it is matching on a contact and can grab the wrong one.

What’s a solution that recognizes that there are multiple contacts and then how is that dealt with?

This is assuming an incoming ticket creation that doesn’t yet exist.

If it’s created in AutoTask manually and sent out, then you can at least have subject matching, or meta data matching or something else.

2

In my opinion, this is where MSP integration truly excels. I suggest adding a rule before the one that processes your tickets, specifically targeting these email addresses. Then, route them through a separate process, possibly managed manually, to ensure they don’t get handled by the regular system