ERMS - how to find relationships between e-mails?

[Former Member]

Dear all,

I'm working with e-mail management and I'd like to know if there is a way to find relationship between e-mails.

Let's assume an e-mail is sent: the workflow for the same is created and an entry appears in the Inbox.

Now, let's assume the customer writes a new e-mail in the same e-mail chain, to add some details (or answer to our reply): a new workflow is initiated and a new e-mail is available now in the agent inbox.

Is the system able somehow to recognize that the two e-mails belong to the same chain? For operators, it would be important to know that, to avoid double processing of customer requests.

When I use role IC_MANAGER an use the e-mail workbench, I see that in the second e-mail the linkage to the first is identified, but when the same reaches the inbox I was not able to find any useful field to identify this information.

Anybody with experience on this?

I'll reward points if you can help!

Thanks and Regards,

AR

[Former Member · Accepted solution]

Hi Andrea

Have you checkout out the Mail Form Tracking capabilities?

Particularly for Service Tickets.

This may provide some of the functionality you require

Regards

Arden

[Former Member · Accepted solution]

Hi Arden,

I was awre of that functionality, but I was wondering if something similar was in place for e-mail activities as well.

Thanks and Regards,

Andrea