[C4C] Email Ticket Creation When 2 Contacts have the Same Address

[tokgozatakan]

Sometimes, there are several contacts maintained with the same e-mail address - small customers have contacts with multiple functions (i.e John Smith - Sales, John Smith - Accounting). When an email coming to Service Cloud, it is going to unassociated emails with reason, multiple matching contacts.

Is there a way (scope or PDI) to create the ticket directly, within some conditions?

[Gayatri_Bagde · Accepted solution]

Hi Kemal,

This is expected system behavior.

Email Address should be maintained under only one BP. You can refer to below KBA for the same.

https://userapps.support.sap.com/sap/support/knowledge/en/3040282

Thanks,

Gayatri

[nish_murthy]

Hi tokgozatakan,

This is expected, as answered by Gayatri. However for B2B channels, you can maintain a Default Account and make sure that the Tickets get created automatically with the Default Account as the Customer for the Ticket.

Kind Regards,

Nishanth