The biggest challenge I’m finding with syncro right now is I have certain customers that have one parent company and five child companies. The problem arises when I try and import them from QuickBooks online since they all have the same billing person with the same email address, phone number in name.
Even if I put them directly in syncro, it won’t allow it because the person’s name and email is the same as another company.
Seems like syncro should allow different customers but with the same contact information. Am I missing something?
Email determines how you attach tickets to contacts/customers when they come in. If there were dupes we wouldn’t know who to route tickets to when they come from a duped email.
I think you can do like customername+1@domain.com and so on to get around this. It won’t solve the incoming email issue, but it would likely solve your outgoing one.
I’m pretty sure until there is an official Parent / Child customer configuration in Syncro we have been working around this by using the Billing persons email address in the Additional Invoice CC spot so that they get all of the outbound billing (which we have to do because of different states, etc.)
For Inbound, it’s not fantastic, but we basically keep that billing person out of Syncro as a “contact” and ask them if they have an issue that is tied to a specific location to put the specific location info into the email so the Phone number / other matching in Syncro works for that.
For others we just have the billing person tied to the “master” account and our techs have a pop up to move the tickets to the correct site as part of that companies workflow.
I have a customer with the same problem, I just made aliases on their email account since we have admin access to that system and assigned those emails in Syncro. We don’t use the incoming emails to create tickets feature so this works fine.
Andy’s suggestion to put a + in is probably easier if it works, but I don’t know what Quickbooks sync will do with that as I’ve never tried. Do note that either way the customer can probably see what you put in if you send emails out to those modified addresses so don’t do anything too wild haha.