More than one customer (B2C scenario) have the same e-mail address

[isabelle_schuerle]

Hello guys,

in our B2C scenario several individual customers can have the same e-mail address.

Now we have the problem that the tickets that are automatically generated from the incoming emails are simply assigned to any of these customers, in our perspective more or less by chance.

My question: can I set somewhere that tickets from mail addresses that are assigned to more than one customer can be assigned to a certain pool instead of assigning it directly? Similar to Unassociated Mails in the B2B scenario?

Many thanks and many greetings,
Isabelle

[isabelle_schuerle]

If anyone ever stumbled upon this question, because he or she does have the same or a similar one: we solved it in our case with a PDI development and created a custome fine tuning table.

So no standard possibility.

[former_member355484]

Dear Isabelle,

Usually each individual customer has its own email address and this would only maintain once in the system.

As the system does not know to which individual customer to assign the ticket to, it will chose the first entry that it finds in the backend.

Currently, as per standard there is no possibilty to chose to which customer to assign the incoming email to.

If you consider there to be a need for this to be changed within the system, we would like to kindly ask you to post this idea on our Customer Influence site - https://influence.sap.com/SAPCloudforCustomer

Regards,

Paula

[former_member487657]

We have the same issue at my company in a B2B scenario. Still no resolution to this at this time.

[isabelle_schuerle]

Hey, Matt.

Thanks for your answer.

Could you explain in more detail how you have the same problem in the B2B case?

I don't understand exactly.

All the best,

Isabelle