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Case Replies

Posted on by Microsoft Employee

Hi

I'm setting up a ticketing system for my company therefore apologies if this is an obvious question!

During testing, when I reply to the 'customer' and then the customer replies back it creates a new case every time?

I'm obviously missing something but can't think what. Maybe I am missing something in record creation rules or possibly an email workflow.

Thanks in advance for the tips.

Thanks

Stuart

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  • Mouda Profile Picture
    Mouda 152 on at
    RE: Case Replies

    Hi Shannon - was this a custom plugin? I am interested in similar solution as we are having issues with Smart Matching.

  • Suggested answer
    ShannonCRM Profile Picture
    ShannonCRM 496 on at
    RE: Case Replies

    I'll mention that Smart Matching has its own failures.

    For example, let's say you have an incredibly common case title, like "Help" - it's pretty easy to end up with emails from same-named cases ending up on your case.  So, you can use the Tracking #, or do what we did - we put the case number on every subject and we have a plugin to scan incoming emails and route them to the correct case.  

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Case Replies

    Thank you. This helped. It was the smartmatching that was turned off.

  • Verified answer
    Mahadeo Matre Profile Picture
    Mahadeo Matre 17,021 on at

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