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Hello,
I'm wondering how can I have two queues that create cases automatically and having the auto reply of the case creation to send from the queue's e-mail
So if e-mail is received from the customer in queue1@bla.com, case is created in queue 1, e-mail should be send from queue1@bla.com to the customer. Same process for queue 2.
Is this possible? and if so what is the best practice to achieve this?
Kind regards,
Joao
I've done exactly that for 8 queues. Create a text field called incoming queue mailbox (which doesn't need to be on the form) to capture the related queues incoming email address which you set when creating the case. You will have to do a separate automatic reply rather than use the tick box to send within the record creation rule I think. Within the custom workflow to send the reply you can set the From to the appropriate Queue by comparing it to the value in the mailbox text field.
Regards
Paul
Take a look at this article: meganvwalker.com/.../
You can try using out of box record creation rule. you can associate the rule with your Queue and send automatic reply.
So you need to create two case creation rules and associate your respective Queue with the rule.
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