Enable "convert to new ticket" for e-mails initiated by employee - service cloud

[DAcker]

Hello experts, 

is it possible, and if yes how, to enable the button "convert to new ticket" for emails initiated by employee?

Currently we see this option only for emails initiated by customer within the ticket interaction / timeline tab. See screenshots. 

If an internal colleague does give input on the customer service ticket and this leads to a new ticket, is it possible to enable or activate this somehow? 

email initiated by employee, from ticket tab interaction

open details, action greyed out

email initiated by customer, convertion to new ticket possible

Thanks.

Best regards,
Deborah

[AnkushPashine]

Hello Deborah,

Can you please refer the SAP Note/KBA mention below :-

3005616 - Create New Service Ticket Option as Follow-Up Item Not Available in the Email Activity - S...

Hope this help, if yes- do set post as answered.

Best Regards,

Ankush Pashine

[DAcker]

Unfortunately, this is not helping... The resolution is my description of the system behaviour for customer emails. Nothing described to employee emails...

[AnkushPashine]

Hello Deborah, @DAcker 

***One Additional Observation :-

1) If I compare your two screenshots from Ticket's Interaction facet .

- Screenshot, where 'Copy to New Ticket' option is missing looks to be Outbound email and so is not available.

-Whereas for other, 'Copy to New Ticket' option is showing when you click on three dots - which is an Inbound interaction.

2) I will check on you E-mail screen related query and let you know with my finding (if any) 🙂

Best Regards,

Ankush Pashine.

[DAcker]

Hello Ankush, both screenshot from ticket interaction facet are inbound emails. Only difference is that one is recognized as "initiiated by employee" (email sender is an email adress, which is maintained in an employee master data). The other screenshot is an inbound email from a customer email sender address