Once a case is closed, we have had the situation where a customer will reply to the same email 12 months later and it automatically assigns it to the person who was dealing with it 12 months ago. Does anyone know how to have this email come back in but NOT linked to the previous team member who responded?
To handle replies to closed cases without automatically assigning them to the previous team member, consider these options:
1. Use a Condition on Case Creation Rules: If you have an email-to-case rule, you could modify it to prevent emails related to closed cases from automatically assigning to the original owner. For example, check if the original case is closed and redirect it to a queue or reassign it based on different criteria.
2. Apply a Custom Workflow: Set up a workflow that checks the status of the related case upon receiving an email. If the case is closed, the workflow could either assign the email to a queue for reassessment or assign it to a different user for review.
3. Utilize Power Automate: With Power Automate, you could create a flow that triggers on email activity creation and checks if the related case is closed. If so, the flow could update the owner or create a new case instead of linking it to the closed one.
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