Auto Interaction from Customer Support Ticket - Keep Interaction in Request

[former_member693365]

Hello, I am using SAP Cloud for Service, and my system is set up to generate new Customer Support Tickets via incoming e-mails. I know how to use workflows to generate an auto-response to the request but here is where I need support... I am going to try and spell it out:

1. Ticket Created by incoming e-mail via cod.b2b.servicerequest@myßßßßßß.mail.crm.ondemand.com

2. Workflow Rule sends an auto-reply to contact informing them the request is received with placeholder referencing their ticket number

Now, what I would like...

1. I would like auto-reply to act as an interaction within the service request, and if the customer replies to the e-mail, it will be also be an interaction within the service request.

Today, I cannot seem to find the way to allow customer to reply to my auto-reply, without create a new service request.

Again, my goal is to send an auto-response the service request that will stay in the interaction of the request, and allow any responses from the customer to this reply to also stay within the interaction of the same request.

[former_member693365]

Hello Arun,

Thank you so much. This is now working.

[arun02_12]

HI wdaniels_satisloh

welcome. Do accept the answer as well 🙂

[former_member693365]

Sorry, here are the attachments for example 1 and 2

example-1.png

example-2.jpg

[arun02_12]

Hi wdaniels_satisloh

The subject template should be same as the patterns available in Email channels.Either [ Ticket: 123456 ] Subjector
123456 - Subject
Keep the pattern in the workflow subject same as that of the channel.

[former_member693365]

Thank you Kushal, but even when I do this, if the customer replies to the "Acknowledgement" E-mail, it will create a new service request. See below:

Example 1: Workflow set up

Example Two: A new ticket (1802) created when customer replies to acknowledgment of Ticket 1801)

[kushal_jiwane2]

Hello Will,

Please do the below configuration in Acknowledgement Workflow

In Acknowledment Workflow -

Add a Place Holder for Ticket ID

Add a same placeholder in Subject.

Subject carrys a ticket ID will help the system to link the correct ticket when customer replies.

Also Customer will get the ticket ID for reference.

Regards

Kushal

[arun02_12]

Hi wdaniels_satisloh,

You need to make sure that the subject of the mail sent from workflow has the ticket ID placeholder so that it will be in the same format as a mail sent from Ticket.

If the customer replies to this mail and it will still have the ticket ID in the subject and hence will be linked to the Ticket interaction.
The mail to which the customer replies back should have an email channel configured in C4C.

It is better to use an existing channel email as a sender in workflow mail.
There is an option to select a dynamic sender, you can make use of the "Responsible Team for Ticket" rule.

Best Regards,

Arun