How can we create ticket automatically from Unassociated E-mail in sap C4C

[former_member690694]

Dear Team,

I want to create ticket from unassociated email automatically for latest account. As it's standard process that if customer having more than 1 account and trying to send email to C4C then it's going into Unassociated Email under service work centre then we convert Unassociated email to ticket and fill project code and rest of required things. Now my business requirement is that they want to get create ticket directly automatically for latest customer or booking without sitting into Unassociated E-mail.

What will the best approach to do . Could you please guide me on it.

Thanks and Regards,

MD.

[nish_murthy]

Hi madhuri_dubey1,

It is quite uncommon to have more than 1 Account with the same e-mail address. The suggested approach would be to maintain different e-mail addresses for each Account, so that the corresponding Account can be selected and Ticket can get created automatically.

Kind Regards,

Nishanth

[former_member690694]

Thank you Nishanth for your quick support .but we can restrict this for new account whatever will get create in future but what about old accounts which is already exist...so this answer is not valid ..As everyone expect like this but in realty it's little difficult to maintain in business..

Could you please suggest some technical process to convert into ticket automatically. If you have any idea on it through email channel or SDK.

[former_member564277]

We have the same challenge. We have a lot of customers or contacts who use the same email address. For example, a departmental email address instead of a personal email address. Or multiple accounts for the same customer due to projects or a buyer who buys for multiple plants. We are also struggling with this and are looking for a solution.

[nish_murthy]

I believe this would be categorized as an enhancement request to the existing functionality, so could you please add this idea on SAP Customer Influence?

Link: https://influence.sap.com/sap/ino/#/campaign/1867