m.vandun Posted January 17, 2018 Share Posted January 17, 2018 Hi, I was wondering if there is a way to auto reply (via mail) to customer that a request has been closed and they need to create a new request. We find that a lot of customers are replying on old emails, with the closed request ID in the mail. These replies are then being missed (we do get the notification an update has been made but these then get lost in the mail ). Alternatively, is there an option to not auto add mails to a closed request so these are then in the mailbox and need to be processed manually? Kind regards, Mark Link to comment Share on other sites More sharing options...
Victor Posted January 17, 2018 Share Posted January 17, 2018 @m.vandun for updates on closed requests, we have two application settings that will decide what happens with the update. ON = the update will be applied to the closer requests. OFF = the update will be rejected and the email will be moved to the "Failure" folder for the routing rule that processed the email. 34 minutes ago, m.vandun said: is there an option to not auto add mails to a closed request so these are then in the mailbox and need to be processed manually? So yes, it is: 34 minutes ago, m.vandun said: I was wondering if there is a way to auto reply (via mail) to customer that a request has been closed and they need to create a new request. Not in current functionality... Link to comment Share on other sites More sharing options...
m.vandun Posted January 29, 2018 Author Share Posted January 29, 2018 @Victor Tried this and it seems that these mails are placed in the normal inbox (not a failure inbox). This is exactly what we want. Thanks. Mark Link to comment Share on other sites More sharing options...
Victor Posted January 29, 2018 Share Posted January 29, 2018 6 minutes ago, m.vandun said: Tried this and it seems that these mails are placed in the normal inbox (not a failure inbox). This is exactly what we want. @m.vandun happy to see it is what you need ... Just a small clarification, the folder where email lands in case of a failure is configured on the routing rule (screenshot). So, in your scenario, the reason why these emails arrive in Inbox is most likely because the "Target Failure Folder" is configured to be "Inbox"... (we don't have a sort of dedicated "failure" Inbox folder) Link to comment Share on other sites More sharing options...
m.vandun Posted January 29, 2018 Author Share Posted January 29, 2018 @Victor Good to know that this is due to our lack of configuring correctly and not predefined by the system 1 Link to comment Share on other sites More sharing options...
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