3550902 - Inbound ticket email is shown as outbound

Some emails in ticket interactions are shown as outbound, even though they are inbound emails. 

SAP Cloud for Customer

1. Go to the work center Service and the view Tickets.
2. Open the respective ticket.
3. Go to the Timeline facet.
4. Check the affected email, the symbol shows it as outbound, even though it is an inbound email.
5. Open the email itself and the direction is shown as Outbound, although it should be Inbound.

In your system, the external email editor is scoped in and the sender email ID is maintained as an employee and sending an e-mail to a B2B channel. For B2B channels, email senders are expected to be contacts, so if an employee sends an email, that email is considered as outbound.

As of now this is the expected behavior of the system. If it suits your scenarios, you could change this by either de-scoping the business configuration question regarding the external email editor or the employee would need to be maintained as a contact in the system.

ticket, email, interaction, recipient, employee, contact, b2b, direction, outbound, inbound , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To