3535700 - Ticket Outlook Reply Is Not Displayed In Interactions Tab SSI

When replying to a ticket interaction using Outlook, it is possible to notice that the e-mail is not added in the Ticket Interactions list.

SAP Cloud for Customer

1. Navigate to Service work center.
2. Navigate to Tickets work center view.
3. Open any ticket.
4. Navigate to Interactions tab.
5. Click on option Reply with Outlook.
6. Write the e-mail.
7. Click on Send.
8. See that the e-mail is sent, but it is not added in the ticket interactions.

This is currently not supported on Server Side Integration.

As it is a behavior of the system, please raise an idea in the SAP Sales Cloud Influence Portal requesting this functionality.

The Customer Influence portal is the correct channel for requirements of changes in the system behavior.
There, other customers can also vote for the idea and depending on the demand from the customer community, the developers will evaluate and plan accordingly for a possible implementation of this new feature.

Outlook; Ticket; Service Request; Service; Interactions; C4C; Cloud for Customer; Reply; Outlook Add-In; Microsoft; SSI; Server Side Integration , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , How To

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications 2408