Can C4C not create tickets when the email address is in CC'd recipients?

[former_member114525]

Dear all,

We are currently experiencing a multiple creation of tickets because our clients put our email address in CC to follow-up on certain matters.

Is it possible to exclude the creation of tickets when in CC and keep it relevant only if the email address is in the main receipients (TO:) ?

Many thanks!

Ivan

[former_member114525]

Dear Sandeep,

Many thanks for your answer. Could you kindly give me more info about PDI logic?

Kind Regards,

Ivan

[sandeephebbar]

Hi Ivan,

By standard, tickets are created when configured email channels are maintained in To and CC. There are no configurations available at the moment to avoid creating tickets from CC. May be you can try using PDI logic to suffice your requirement.

Regards,
Sandeep