Using internal email for ticket creation without customer's FROM email address

[abs]

Hello,

We have a commerce sending internal emails to C4C and SAP Marketing.
When internal email is received, we would like to create a ticket for the specific customer for which email was sent.
But because email is sent by commerce internally, we can not spoof customer's email id as "From" or "Sender".
In order to avoid spoofing and use of external relay server, is there any way to segregate information from the internal emails like customer email in the body or subject and use that information to create ticket for respective customer.
and assign it to specific channel.

Any help on this topic is highly appreciated.

Thank you,

-Abhinay

[nish_murthy]

Hi abhinayjadhav,

If I understand the scenario correctly, Employees from your organization are sending e-mails to Customers with the C4C e-mail channel marked in CC/BCC, so that such e-mails are also replicated to C4C.

Now since the Customer identification for Ticket creation in C4C for B2B/B2C scenarios take place based on the e-mail address of the sender, the Customer is not automatically associated to such e-mails, and these e-mails land in Unassociated E-Mails view.

One way of handling this scenario would be to use a Dummy Account in the E-Mail channel configuration on the C4C side, (If you are using a B2B scenario) and then manually create Tickets for the required Customer in C4C.

You may also make use of the Outlook add-in and create Tickets directly from Outlook along with the Customer information.

Kind Regards,

Nishanth