Integration config options

Under review—some information may be outdated.

Overview

KORE Ticketing has several configuration settings, making it customizable to your specific needs. We configure these settings for you when we first install the Ticketing module into your CRM. If your needs later change, our Success Team can adjust these settings for you.

Available settings

• Archtics Note Sync
  (Recommendation: On)
  Notes will sync across from Archtics. This will include initially syncing over all notes and then any notes made in Archtics once the integration has been turned on. These notes will be visible on the activity grid.
  
  
• Ticket System User Permissions
  (Recommendation: Allow all users to update via TDM)
  You can block roles from having the ability to update contact information from CRM via the Data Manager. Any updates made via the Data Manager will update both in Archtics and in CRM.
  
  
• Exclude Email Domains For Deduplication
  (Recommendation: None)
  You can prevent email addresses in a domain from being used for deduplication. For example, if you customarily use the email address invalid@example.com when you don't have a valid email address for a contact, you wouldn't want example.com email addresses used during deduplication.
  
  

• Ticketing Data Manager Fields
  (Recommendation: Enable all)
  You can choose whether or not each of the following fields can be updated via the Data Manager. This setting only applies to updates, not to the initial creation of a contact. If you disable any of these, the disabled fields would have to be updated in Archtics instead.

  • txtFirstName
  • txtLastName
  • txtEmail
  • txtTitle
  • txtEmployer
  • txtStreet1
  • txtStreet2
  • txtCity

  • txtState
  • txtZIP
  • txtCountry
  • txtWorkPhone
  • txtEveningPhone
  • txtMobilePhone
  • txtFax
• Ticketing Data Manager Requires Email
  (Recommendation: True)
  If set to true, users cannot create or update a contact using the Data Manager without including an email address. This does not ensure that the email address is valid, but it will require the email address format (name@example.com) to be followed.
  
  
• Ticketing Data Manager Requires Phone
  (Recommendation: True)
  If set to true, users cannot create or update a contact using the Data Manager without including a phone number. This does not ensure that the phone number is valid, but it will require the phone number format (###-###-####) to be followed.
  
  
• Allow Name Only Match
  (Recommendation: False)
  If set to true, CRM contacts who share the same name will be merged if no other contact information is available. It is uncommon to have CRM contacts with only the name filled out.
  
  
• Dedupe Requires Email Match
  (Recommendation: False)
  If set to true, deduplication will require that the email addresses of both Archtics accounts match. No other deduplication criteria will be considered.
  
  
• Disable Salutation Push
  (Recommendation: True)
  If set to true, the Archtics salutation field will not be copied into your CRM. Unless you have used salutation extensively in Archtics, we do not recommend enabling the salutation push.
  
  
• Disable Work Phone Format Check
  (Recommendation: False)
  This setting will have phone numbers formatted with parenthesis and dashes when the number comes across from Archtics into CRM. If you are doing bulk updates in CRM to the phone number formatting then you may want to have the setting set to having the format disabled.
  
  
• Enable Null Address Push
  (Recommendation: False)
  If set to true, null (blank) address fields in Archtics will sync to your CRM during incremental updates, erasing the existing data (if any) from the respective CRM fields. This is usually undesirable since Archtics accounts may be created with minimal information in order to accept tickets.
  
  
• Enable Null Phone Push
  (Recommendation: False)
  If set to true, null (blank) phone number fields in Archtics will sync to your CRM during incremental updates, erasing the existing data (if any) from the respective CRM fields. This is usually undesirable since Archtics accounts may be created with minimal information in order to accept tickets.
  
  
• Enable Null Email Push
  (Recommendation: False)
  If set to true, null (blank) email fields in Archtics will sync to your CRM during incremental updates, erasing the existing data (if any) from the respective CRM fields. This is usually undesirable since Archtics accounts may be created with minimal information in order to accept tickets.
  
  
• Last Name Required
  (Recommendation: True)
  If set to true, the last name field must be filled out. You can set a default value (such as INVALID) to be used if there's no last name set in Archtics. This is most commonly encountered with Archtics accounts belonging to a company.
  
  
• Flag & Update Invalid Email Addresses
  (Recommendation: invalid@invalid.com)
  If set to true, incorrectly formatted email addresses will be replaced with a different value in the CRM field. This is used to help remove bad email addresses from the database and indicate that a valid email address is needed for that contact.