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Notification Outbound Email Scenario Tickets C4C

Hi experts,

we currently want to use outbound email integration in C4C tickets with the C4C email editor.

So the feature in general works that answers to emails send from the C4C ticket are threaded to the system. However, the emails wrote in C4C have always as sender address the canal mail (e.g. a service mailbox). Then the customer email reply will be send as well to the service mailbox and will be synchronised to the C4C system (ticket - interaction). But the specific ticket processor does not get a notification?!?!

All emails then will appear in the service mailbox (canal mail) and the respective processors are not informed about the new customer mail.

One way to counteract this problem is to use the Outlook Add-On and send from the personal mailbox, but we would like to use the C4C editor where the mail history is not truncated and can also be used mobile (smarter alternative).

Any experience with this notification issue? Hints?

Thanks very much and best regards,

Deborah

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2 Answers

  • Best Answer
    Oct 02, 2018 at 02:09 PM

    Dear Deborah,

    I have created several workflow rules to notify by email the specific ticket processor. For example some scenarios: 'A new email reached into your ticket', 'A new email reached into your COMPLETED ticket', 'Your ticket is manually reopened', 'Your ticket is changed', etc.

    https://blogs.sap.com/2015/11/02/sap-cloud-for-customer-workflow-rules/


    BR,
    Liivi

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    • Hi,

      Yes, you can add several email addresses manually (separated with comma).

      If you have checked the option "Send all e-mails to the address: ....", you receive only one email. But if you have checked the option "Send all e-mails to business partners", every recipient receives its own email.

      You can change these settings: Business Configuration --> Activity List --> E-mail and Fax Settings --> E-Mail and Fax Delivery in a Non-Productive System.

      BR,
      Liivi

  • Oct 02, 2018 at 06:44 PM
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