Incoming Emails

[former_member355106]

Hello together,

as I understood C4C can be customized so that a service request (ticket) is created and routed in the organization when an email is coming inbound.

Also there must exist a configuration where I can model that an email activity is created automatically too like shown in the following picture:

In our project we would like just show the email and we dont need a ticket here. Would there exist a way to model in the system that:

1. No service request is created

2. An Email Activty is created and assigned to the customer and that the content of the email can be seen there too? I could not find anymore the place where I can configure that an activity is created from an incoming e-mail.

BR/

[gabriel_brage · Accepted solution]

Hello Oliver,

Hope you are doing great.

I checked your request and this is currently the system behavior. New Inbound emails will always create new tickets or Unassociated emails (which can only be converted to tickets, not emails) . You can try using a default customer to receive all tickets and then create email activities manually. More information can be found here:

https://blogs.sap.com/2016/09/19/email-response-management-in-c4c-part-1-cloud-for-service-expert-co...

Since post is regarding a new feature request and not based we recommend that you post your request in the collaboration forum; there you can request the new features for the new releases of the system

https://influence.sap.com/SAPCloudforCustomer

Influencer Place - Your online channel for getting ideas into SAP products and solutions"- The product team for SAP Hybris Cloud for Customer wants your input on how to make the product better. Search for your idea first and if it's not there submit a new idea. You can track your ideas using idea statuses which shows you where your idea is.

The benefits of using the above roll-in channels:

•You make your voice heard when it comes to adding new features to future releases of SAP Cloud for Customer.

•You have full transparency about what happens to all submitted ideas.

•You can engage and connect with a network of other customers, partners and SAP experts

Best Regards

Gabriel Brage

[former_member355106 · Accepted solution]

OK. Thank you Gabriel.