SAP Knowledge Base Article - Public

2621242 - Ticket Created Automatically For Every Incoming E-mail in B2C Scenario


Ticket is created automatically for every incoming e-mail in a B2C scenario. Additionally, if no existing individual customer is found associated with sender's e-mail address, a new customer record is created as well.


SAP Cloud for Customer

Reproducing the Issue

  1. Send an e-mail to the B2C Inbound Channel configured.

Result: a ticket is created automatically from this e-mail.


Currently, it is not possible to stop the creation of a ticket for every incoming e-mail in B2C scenario.


  • It is possible to stop the automatic creation of a customer by configuring a Default Customer for the channel.
  • Specific e-mail addresses or domains can be blocked (filtered) to ensure that unnecessary tickets are not created.

This feature is not supported in the current release of SAP Cloud for Customer.

1.  If you are a partner: please use or the Partnerfinder
2.  If you are a customer:

    1. Contact your Account Executive.
    2. Check the link

An alternative option may be to check the “SAP Cloud for Customer” Customer Influence to submit an idea:
         SAP Sales Cloud:
         SAP Service Cloud:

See Also

Blog series: E-mail Response Management in C4C

3036385 - How To Block Incoming E-mails To Not Create Tickets

2311668 - Technical E-Mail Addresses For E-Mail Channels in Cloud For Customer

3044744 - Ticket Created Automatically For Every Incoming E-mail in B2B Scenario


B2B, B2C, E-mail, Ticket, Unassociated E-mail, Default Customer, Block, Filter, Service Request , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions