Hello,
Had a thought in mind and I know this is out-of-the-box behavior, but we have a scenario where a person sends a email to for e.g. Queue Paris for supporthelp, then Queue Paris responds and have a conversation with the requestor. After queue Paris has provided with the answer and the "case" is resolved from a requestor perspective.. the requestor replys and send a different question to a different queue but in the same conversation because they need help from another partner. The outcome is that the reply gets tracked to Queue Paris Case and it's not either sent or a case created to the actual "To" which the requestor had intent to send it to. The reason it's tracked into Queue Paris is because the tracking token is related and it's a wrong way of working by the requestor, he should send a new email to a different queue if its a new Case.
But the reaility is the end user think they can work that way and it's hard to explain to them that they needed to create a new case for this scenrio. Is there any out of the box way, to convert this "wrongly sent email" that is tracked to wrong Case and Queue, to move it to the queue that they actually sent it to, and by that create a Case directly? So that when a agent sees a reply in his case, but the reply has to a different case, he can route it and create a case from Queue Paris > Queue (Berlin) if that's the emails purpose and sent to.
Thanks
