on 2022 Jun 06 12:38 PM
Dear Team,
If customer reply on closed ticket mail or any mail discussion regarding closed ticket then ticket is coming under unassociated email with reason "Reference ticket is already closed" instead of creating new ticket.
So my business wants direct to create new ticket instead of going unassociated email then convert unassociated to new ticket. So is it possible in any way in sap C4C.
Can you please help me in it.
Thanks and Regards,
Madhuri Dubey.
Request clarification before answering.
Hello Madhuri,
This is current standard functionality in C4C - Tickets that were closed cannot be reopened via Email interaction, hence landed in 'Un-associated Email' view.
You can refer the C4C Knowledge Base Article mentioning same i.e. "2820145 - Email Sent to Closed Ticket is Being Forward to Unassociated Emails"
Hope this answered your query .
Best Regards,
Ankush
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Hi,
We have already created workflow rule to send notification to customer that this ticket got closed. if customer reply on this notification then it's creating new ticket and this scenario is working fine.
But if few customer reply on old mail related to closed ticket instead of latest one so it's coming under unassociated email with reason "ticket is already closed".
Can we handle this scenario in any way. My business asking to create new ticket for this case also, is it possible?
Thanks and Regards,
Madhuri Dubey.
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Hi Madhuri,
"We have already created workflow rule to send notification to customer that this ticket got closed. if customer reply on this notification then it's creating new ticket and this scenario is working fine."
I tried the same what you mentioned even this scenario is going to the unassociated mail. Could you please guide me, how did you do the above case?
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