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Former Member
Dec 14, 2016 at 08:22 AM

No customer creation for email

435 Views

Hi pros,

Why there is no automatic ticket creation for b2b_email chanel cod.b2b.servicerequest@my308071.mail.crm.ondemand.com?

I did the following:

1. Created two communication channels

a. b2c_email for cod.servicerequest@my308071.mail.crm.ondemand.com

b. b2b_email for cod.b2b.servicerequest@my308071.mail.crm.ondemand.com

2. Created 3 routing rules:

a. Organisational work destribution - "B2B rule" for channel b2b_email

b. Organisational work destribution - "B2C rule" for channel b2c_email

c. Employee work destribution - "Chanel type is email" for all email channels

3. sent emails to cod.servicerequest@my308071.mail.crm.ondemand.com which resulted in automatic creation of tickets and customer since one of the emails was sent from an email adress not known to C4C

4. sent emails to cod.b2b.servicerequest@my308071.mail.crm.ondemand.com which resulted in 3 unassociate emails and no customer or ticket creation

Best regards,

Nadezhda Rukavishnikova