Hi,
I created a queue that will create a Case when a new email is received. I also setup a auto reply mechanism.
How do I prevent it to create a new case when there is a reply to that email?
I don't want unnecessary cases created if there are already a case created for that specific email message. Please help.
Cheers,
Hi cam64,
By default, the replied email from sender can be tracked to the case automatically.
Go System Settings dialog and Email tab to ensure 'Use correlation to track email conversations' option is checked, and check 'Use smart matching' and 'Use tracking token' options.
Regards,
Leah Ju
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