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