Deactivate for single customer the automatic ticket creation from email channel (service cloud)

[DAcker]

Hi all,

The standard behavior is if you use an email channel in the service cloud that for every incoming mail from the sender when the senders email address is known, a ticket is automatically created. If the senders email address is unknown, all mails go into the Unaasinged Mails List.

Now my questions aims on the following scenario:

If a customer is resilient and is not answering with reference to an already created ticket, for the same request there are multiple tickets created because the customer writes multiple mails. This happens a lot but just for some and all the time the same customers. Currently the service people got creative and created for these specific contacts duplicates because then the system does not create tickets automatically. That’s bad... Is there a setting to deactivate the automatic ticket creation for just certain contacts?

Thanks and regards

Deborah

[tamitdassharma · Accepted solution]

Hello deborah.albrecht2,

There is not specific handling for contacts when the feature of automatic ticket creation is enabled.

Also, by reading your question I am assuming this is a B2B Customer Support scenario.

However, you can route such tickets to a specific service team by using the ticket routing rules.

[DAcker · Accepted solution]

OK, thanks for the answers. But after routing to a specific team, you still have the problem with the effort to merge many tickets for the same request...

[tamitdassharma · Accepted solution]

Hello deborah.albrecht2,

Considering it to be a B2B scenario and assuming you have all the accounts in place. If the customer is replying to an already existing ticket then it will be threaded to the same if the ticket is not in a closed status.