FuseDesk Blog Integrating Customer Support Best Practices with Infusionsoft

Linking Emails to Infusionsoft Contacts

FuseDesk now gives you a few options on how to handle linking emails to contacts in Infusionsoft.

Your options are now:

1. Link the email to the first contact with the matching email address - this is what we recommend and what has been the default all along
2. Link the email to a contact in Infusionsoft only if ONE match is found - this was added when we found some customers have multiple contacts with the same email address on purpose
3. Don't link to contacts in Infusionsoft - we don't recommend this option as you'll have to manually link each case when it's opened, but just in case you want this... it's there.

Thanks to Tim for the suggestion and to Pav, Lauren and Carmina for the support!

Upgraded Department Settings

Over the weekend we released an upgrade to how you configure your departments in FuseDesk.

Instead of having one department be a "catch all" for all reps, current and future, you can now specify a default department for new reps and then just put the reps you want in the departments you want.

For example, you can have Suzie in Support and Billing, Bob just in Billing, and Charlie and Denise both in Sales.