Notification Outbound Email Scenario Tickets C4C

[DAcker]

Hi experts,

we currently want to use outbound email integration in C4C tickets with the C4C email editor.

So the feature in general works that answers to emails send from the C4C ticket are threaded to the system. However, the emails wrote in C4C have always as sender address the canal mail (e.g. a service mailbox). Then the customer email reply will be send as well to the service mailbox and will be synchronised to the C4C system (ticket - interaction). But the specific ticket processor does not get a notification?!?!

All emails then will appear in the service mailbox (canal mail) and the respective processors are not informed about the new customer mail.

One way to counteract this problem is to use the Outlook Add-On and send from the personal mailbox, but we would like to use the C4C editor where the mail history is not truncated and can also be used mobile (smarter alternative).

Any experience with this notification issue? Hints?

Thanks very much and best regards,

Deborah

[former_member92543 · Accepted solution]

Dear Deborah,

I have created several workflow rules to notify by email the specific ticket processor. For example some scenarios: 'A new email reached into your ticket', 'A new email reached into your COMPLETED ticket', 'Your ticket is manually reopened', 'Your ticket is changed', etc.

https://blogs.sap.com/2015/11/02/sap-cloud-for-customer-workflow-rules/

BR,
Liivi

[DAcker · Accepted solution]

Dear Liivi,

thanks for your answer. Yes, I now as well created a workflow for this.

BR, Deborah

[DAcker · Accepted solution]

Hi saluste.liivi ,

I am now testing to send multiple person an email out of C4C email editor (inside the ticket - interactions). But in the testsystem I just receive 1 mail to my mail address, that is as well the one thats maintained to go all messages in the testsystem to.

So is this normal? Or should I receive 3 mails for the 3 receiver I maintained in an email...?

Can I just add more receiver separated with a comma? If I add the plus Button I just can choose mail addresses from contacts or employees - so are only these possible?

Many thanks.

Deborah

[former_member92543 · Accepted solution]

Hi,

Yes, you can add several email addresses manually (separated with comma).

If you have checked the option "Send all e-mails to the address: ....", you receive only one email. But if you have checked the option "Send all e-mails to business partners", every recipient receives its own email.

You can change these settings: Business Configuration --> Activity List --> E-mail and Fax Settings --> E-Mail and Fax Delivery in a Non-Productive System.

BR,
Liivi

[former_member87164]

Hi Deborah,

Did you got any chance for it this blog?

https://blogs.sap.com/2016/11/30/email-response-management-in-c4c-part-3-cloud-for-service-expert-co...

Br,

Keshav