C4c and outlook

[former_member831537]

hello every one.... i want to receieve unassigned tickets into outlook mail i already receiveing tickets through b2b mail crm . Ondemand...and i want to forward the incoming tickets to outlook mail of the contact center to be easily monitored ...any help

[MJVEERHUIS]

Hi Ahmed,

Your question is a bit confusing and be misunderstood as there is some process context missing. Do you want to handle the unassigned mails that have not been transfered into a service ticket or do you want to handle the unassigned service tickets that have been created based upon incoming mails but not yet assigned to a colleague?

If you have set up your B2B mail channel already, you could contact your internal mail exchange team and ask access to the mail box they have set up and routed to the C4C one, so the mail box of the address that the customer is sending the mail to e.g. technicalquestions@[yourcompany].com

For tickets that have been created but not yet asisgned i would use a query to list them. If you assign them to a colleague you do not need to 'forward' the initial mail, but a notification can be sent to them that a ticket has been assigned to them (by you)

Kr.

MJ