Alerts Recognized as Emails?

[Anonymous]

We use a program that is supposed to create a support ticket whenever an email is received to a specific email.  However, this is not happening when someone fills out the Marketo form on the website.

I brought up the question: are alert messages sent from Marketo to an email recognized as an email in the traditional terms.  Has anyone else run into this issue?

Thank you,

Christine

[Grégoire_Miche2 · Accepted solution]

Hi Christine

It might because you program that creates a ticket needs to recognize the sender email as one of your contact email to create and attach the ticket. So, as the alert email sender is not the lead itself, it might not work.

Try using the {{lead.email address}} as the sender for your alert.

-Greg

[Anonymous]

Thank you, Greg!  We just tested this solution and all appears to be working!

[Grégoire_Miche2]

Be my guest.

-Greg

[Dory_Viscoglio]

Hi Christine, yes, alert emails should be recognized as traditional emails. They're just identified differently in Marketo so that users understand that the alert won't automatically go to the user, and a "send email" will go to the person being referenced by a smart list.

That said, Greg's suggestion is a great one -- otherwise, you'll have to investigate a little bit to see if there are any additional requirements associated with the system creating your tickets.