How to automatically create and send cases to Queues based on Queue email address?

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Posted on by Christine A

I'm facing an issue that I cannot seem to figure out. I have a customer, who has a number of customer service departments globally. They have one email address pr. country.

I wish to do the following:

- One queue should be set up pr. email address, e.g. Customer Service Germany, Customer Service Italy etc.

- Whenever a customer sends a requests pr. email to the country specific email address, it is converted into a case and sent to the country specific queue. So, when I for instance send an email to the German customer service email, the email is sent to the German queue as a case...

I've created a test queue with an email address linked to it. When I send an email to this, it works fine and the emails end up in the queue (but as an email). But, as already mentioned, I want it to be a case, not an email.

I've set up a Case Creation Rule specifying that all emails should be created as cases. But now they don't show up in the queue anymore.

I've looked at Routing Rules but I don't think that's the solution.... or? What am I missing?

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Michel van den Brink 4,697 on at

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Hello,

Take a look at rules for automatic record creation. This will allow you to specify rules to automatically create Cases (or another entity type) for all or specific incoming emails.

docs.microsoft.com/.../set-up-rules-to-automatically-create-or-update-records

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Christine A on at

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Hi Michel

I already set up a case creation rule. It says that a case should be created whenever an email is sent to the Queue email address... The case is created but it is not sent to the queue :-(

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Community Member on at

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Hello Christine,

You might need to create a Record Creation and Update Detail for each email address (queue) and specify the creation of a Queue Item for that queue. For example:

Other possible solution is to create a workflow on case creation. You first need to save the email address on a field on the case record, and then the workflow, base on the email address, create the queue item. Like this:

The other possible solution, would be using a Plugin with custom code.

Cheers!

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Christine A on at

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Thank you, Pedro! I added "create Queue Item" in my rule and that did the trick :-)

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