[C4C] Ticket Creation From E-Mail: Contact search based on TO instead of FROM (sender)

[tokgozatakan]

In a normal B2B inbound channel scenario, system is looking for the sender email in contacts and if any contact is found the ticket is created.

But in a B2B Environment customers may send a mail directly to a person instead of a support mailbox. In such case we'd like to encourage our users to reply back to customer, also adding the support mail address to CC.

However, since the sender is actually our employee, the ticket will fall into the unassociated emails, even though the contact is maintained in TO address.

Is there a standard/custom way to search for contact in TO address?

[nish_murthy · Accepted solution]

Hi tokgozatakan,

So as per your scenario, a B2B customer 'A' sends an email to an Employee 'B' of your company.

Now employee B replies to the customer A, marking the B2B mail channel 'b2bsupport@company.com' in cc. However, the mail lands in unassociated e-mails, as the sender is determined as the Employee B.

In this scenario, there is no Ticket created yet, and if a Ticket needs to be created, it has to be done manually from Unassociated E-Mails. Since the mail address added in cc is a B2B channel, the system checks if the e-mail address belongs to any Contacts maintained in the system.

Your requirement cannot be achieved through the standard functionality, as its required to create a Ticket for an Employee - for which the Employee Support scenario is applicable.

Kind Regards,

Nishanth

[sandeephebbar · Accepted solution]

And if your employees are using Outlook addin, then there is an option to create a ticket from the outlook inbox itself(right click on the email->Create ticket). So once the ticket is created in C4C, either same employee(if he has access to service scenario) or the Service Agents can respond back to customer using C4C ticket. Please check if this scenario is useful in your business