Work 365 Email to Case Automation solution provides a very advanced level functionality for automated email to case creation as compared to the out-of-box that is available in CRM. For more details refer my earlier blog – Email to Case – limitations and comparison with Work 365 solution.
We have observed that customers occasionally send emails directly to the support in-charge (eg firstname.lastname@example.org) rather than to the support queue (eg. email@example.com) that has been set up.
The simplest and the most obvious way I follow is to forward this email to the support queue (firstname.lastname@example.org). However, the Customer for the ticket is set as me (rather than the original sender who had requested support). Also, the auto-response with the new case creation id comes in my email.
Wouldn’t it be nice if CRM could simplify this process… such as if I forward this email to support, CRM will know to create the ticket from original sender and behave exactly in the same manner as it would have as when received email directly…
This is what we have added in the new release (version 5.7) of Work 365 Email 2 Case Solution – Automatic case creation from forwarded email.
Automatic Case creation from forwarded email feature allows CRM users to redirect the emails which they received in their individual mailboxes to the support queue and have new cases created automatically. The feature links forwarded messages to the original sender instead of the person who forwarded the email. Simply prefix the subject of the email with a marker like “#” to indicate that you want Email2Case to process this email using “Case from forwarded email” feature. Further, it is also possible to set the owner of the case to the desired CRM User using a macro in the email subject.
The below screenshot shows the process of forwarding the email to support queue for automatic case creation using “Case from forwarded email” feature:
The below screenshot shows the resulting case created with the fields auto-populated by Work 365 Email2Case solution:
Here following fields have been populated in newly created case:
Case Title – with email subject
Case Description – with email body
Case Owner – with the desired user using the macro feature in modified email subject
Customer and Responsible Contact – with original sender of email
Q. How do I enable Case creation from forwarded email feature in my Email2Case?
A new section has been added to Email2Case configuration section as shown below:
To enable “Case from forwarded email” feature, the marker field in configuration needs to be assigned a value (e.g. #, ! etc.).
Marker: This is the prefix with which the subject of the forwarded email needs to be set.
Internal Domain: This is a semicolon separated list of email ids. Email forwarded with a marker in email subject only from these domain ids would be considered.
Q. How does Email2Case know when to process the email as a forwarded email to create a case?
Email2Case looks for a marker at the beginning of the email subject. Additionally, Email2case also checks to see that the email is received from an internal domain. The marker, as well as the internal domain addresses, are configurable.
Q. Can I automatically assign case owner to CRM user when forwarding the email?
Yes, an optional macro – “@” can be used in email subject to directly assign the case owner in case creation. For example, if I need to set the case owner to CRM user- Eric Jones (email@example.com) then I will modify the email subject as follows:
# @ericj FW: SalesFusion Assistance
The text after @ is matched with the email id of the CRM users.
Q. How is the process of forwarding different as compared to the original sender sending email directly to support?
There is no difference in Email2Case process under both the scenarios. The case will be processed as if it was received from the original sender and an auto-response will also be sent to the original sender.
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