Partner Contact - Raising an Employee Support ticket via Email

[Andrew86]

Hello

We use C4C for Employee Support where Employees can email into the Employee Support Channel and a ticket is raised against their name.

We want to be able to allow our Partners (i.e. a few companies that support our service) to email into C4C and generate Employee Support tickets. On research, am i correct in saying that a Partner Account should be created for each Company and then for Partner Contacts be created and aligned under the Partner Account? I have been trialling adding in a Partner Account with a unique email address, setting up the cod.b2b.servicerequest@myXXXXXXX.mail.crm.ondemand.com email channel and set to raise an Employee Support ticket.
However in my trials, i email in, using the Partner Contact Email, its goes straight to Unassociated E-mails with Reason "No matching contacts were found" - but then in the Name and Party ID states the Name of the Partner Contact and the Party ID.

I have looked through various guides etc, but cannot find the root cause or likewise found a comprehensive guide in configuring Partner accounts / contacts in the right way,

Any help would be greatly appreciated.

Andrew

[manideepsatya]

Hello Andrew,

Employee ticket will be created when the email is sent from an email address which is mapped to an employee in the system. Looks like you have scoped only employee support - so ticket is not created because the email address from which the email came in doesnt match with any employee in the system. If you have customer support as well, then the ticket may get created(you need to try this) but an employee service ticket.

Regards,
Satya

[Andrew86]

Hello Satya, I believe I have configured Customer Support. My plan had been to use Partner Contacts to register some people (who are not Employees) with their emails, that would allow them to email in and an ES ticket is created.