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Jul 09, 2018 at 07:58 AM

Exchange Emails with Customer's C4C Tenant

152 Views Last edit Dec 26, 2018 at 03:53 PM 2 rev


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...