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Can we Create new ticket from the unassociated email with "reference ticket already closed" via SDK?

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our requirement : once a ticket is closed and customer try to reply on the same closed ticket via outlook,then the email gets into unassociated email.Which is a standard functionality but we want to convert that unassociated email into ticket via SDK.

Analysis done so far : My approach was to read the ID of unassociated email and using that link create a ticket via SDK by creating internal communication and in the custom bo of internal communication,i am unable to capture the ID(the mail sent by customer on the closed ticket via outlook/gmail) of unassociated email.

could you please help us with the approach?

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Answers (1)

Answers (1)

AnkushPashine
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Hello Abhilash,

As per standard behavior - Email can not be assign to the Closed ticket. You can check with your implementation

partner, if they can do it via custom logic .

Hope this help and answer your question.

Best Regards,

Ankush Pashine