Exchange Emails with Customer's C4C Tenant

[jaf906]

Hello,

We are using Cloud for Service to communicate with B2B customers. This was set up with email channels, using the default identifier string [ Ticket: #TICKETID# ]. Channels are set to associate unidentified emails with a default customer so our service agents do not use Unassociated E-Mails in their workflow.

One of our large B2B customers also uses Cloud for Service, with the same default identifier string on the mail channel they use for corresponding with us. Currently their ticket number range is ahead of ours, so all inbound emails from this email channel land in Unassociated E-Mails with reason 'Reference ticket was not found'. When our ticket number range catches up with theirs, these tickets will be linked as Interactions on wrong tickets in our tenant.

Haven't been able to find a solution myself so far, so I'm reaching out to the community hoping someone already has a solution for this...

Thanks!

[PacoRuiz]

Hi,

we have found a solution:

you have to use the B2C technical address instead of the B2B one for the re-direcction of the emails:

• cod.servicerequest@myXXXXXX.mail.crm.ondemand.com

When you want to create a new ticket using the BADI, you only need to fullfill the next valures:

• Offset: 1
• Ticket number: 123N (Dummy value)

An example of the use case:

A) Send an email to the B2C address with the subsect [ Something: <ticket number> ]

B) The BADI returns 123N as ticket number

C) The system automatically creates a new email

If you use the B2B address instead of the B2C, this email will go to unnassociated emails.

PS: If you use the B2C address instead of the B2B one for a B2B scenario, you should configure in the channel a default account. So, when a contact is not found, the system will create a new ticket related with this default account instead of creating an individual customer (B2C functionality)

BR,

Paco Ruiz.

[AndrewGriffin]

Hi,

I appreciate this thread is 5 years old, but in case somebody else comes here looking for the same answer you can implement the ManageEmailSubjectPrefix BAdI to change the standard tag behaviour - Configure Subject Placeholder in Ticket-Related E-Mail Messages

Kind regards,

Andrew.

[hanna_sinitskaya1]

Dear Andrew,

Can you please explain me how that BADI works? In which moment it is called?
Will appreciate any help,

Anna