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Send automatic ticket number to email reporter when the reporter is not contact of an account

Apr 12 at 06:34 AM

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Dear Expert,

We have a scenario, to report a complaint, a customer sends an email to the helpdesk. if the reporter of the email is not maintained as a contact of an account that is already registered in the C4C system, is it possible to automatically send a ticket number to the reporter email?

because in workflow rule for automatic sending ticket number, the recipient determination I set is always reported by. in which it should be the registered contact for related account.

Let say, the sender is james@greencompany.com which sends a complaint for green company, green company is already registered in the system but not for james. so that the james email complaint will be grouped in an unassociated list rather than in the ticket list. When I convert the unassociated email to be a ticket, when I fill in the account field the contact will automatically be filled by a main contact of the account.

is it possible to convert the incoming email compaint which grouped in unassociated email become a contact of an existing account?

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1 Answer

Paula Fellner
Aug 01 at 09:09 AM
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Dear Rindang,

While converting an un-associated email to a new ticket, you are able to chose on of the contacts maintained for the known account if the recipient is unknown. While selecting the Contacts value help, you have the option to create a new contact. This will then be the reporter of the ticket and the workflow already in place will sent the automatic ticket number accordingly.

Regards,

Paula

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