3075988 - Ticket not Created and Moved to Unassociated Email with Reason Initiated By Employee

After sending an email to a B2C or B2B Email Channel, the Ticket is not created. The system is moving the email to the Unassociated Email view and marking it with the Reason Initiated By Employee.

SAP Cloud for Customer

1. Go to Service > Unassociated Emails.
2. Search for the Subject of the email.
3. See the e-mail is found with Reason "Initiated by Employee".

If an email is received on a B2C or B2B Email Channel the system uses the sender email address to search among all Individual Customers already known, if no match is found the system will then check if the sender email is linked to any existing Employee. In case yes, the email will be moved to the Unassociated Email view, with the reason Initiated By Employee.

If no match is found for both checks, a new Individual Customer is created automatically by the system.

Therefore, Customer Support Ticket is created only when the sender email address is associated exclusively to an Individual Customer, or is not associated with any Individual Customer yet. If the sender email is linked to an Employee or Business User, a Customer Support Ticket will not be created.

If the recipient email channel was configured with the type “Employee Support,” then an Employee Support Ticket would be created instead.

 

Please make sure that the email being used to trigger the Tickets is not maintained under any Employees of the system. This will make sure that both Ticket and Individual Customer are going to be created once the email arrives to the system.

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