# Email to Record

**URL:** https://community.sapphireims.com/c/service-desk/email-to-record/30.md

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## [About the Email to Record category](https://community.sapphireims.com/t/about-the-email-to-record-category/86)

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**Author:** [@admin](https://community.sapphireims.com/u/admin)\
**Replies:** 0

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## [How does SapphireIMS enables to convert the Emails to Records when the emails are sent from email addresses which are not present in SapphireIMS?](https://community.sapphireims.com/t/how-does-sapphireims-enables-to-convert-the-emails-to-records-when-the-emails-are-sent-from-email-addresses-which-are-not-present-in-sapphireims/625)

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**Author:** [@hari](https://community.sapphireims.com/u/hari)\
**Replies:** 0\
**Last updated:** [April 23, 2021, 1:10pm UTC](https://community.sapphireims.com/t/how-does-sapphireims-enables-to-convert-the-emails-to-records-when-the-emails-are-sent-from-email-addresses-which-are-not-present-in-sapphireims/625 "2021-04-23T13:10:25Z")

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SapphireIMS processes the emails to records only if the sender’s email addresses are part of SapphireIMS user list. However, SapphireIMS does has a provision to process such emails to records (which are sent by the users…

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## [Duplicate record issue in email to ticket conversations on reply to original mail](https://community.sapphireims.com/t/duplicate-record-issue-in-email-to-ticket-conversations-on-reply-to-original-mail/56)

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**Author:** [@harish](https://community.sapphireims.com/u/harish)\
**Replies:** 0\
**Last updated:** [January 5, 2021, 3:51pm UTC](https://community.sapphireims.com/t/duplicate-record-issue-in-email-to-ticket-conversations-on-reply-to-original-mail/56 "2021-01-05T15:51:02Z")

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SapphireIMS uses the Message-ID field as unique identifier in the email headers. Then it checks the Reference-ID header field. References will be used to check if the mail is reply to an already existing record, it check…