Tracking incoming email

[Former Member]

Hi,

Quick question:

In ERMS do we have a provision to track incoming email if the customer reply misses the tracking text? What I mean is - if the customer by mistake deletes the tracking text and sends a reply, I would like to avoid creation of a service request and link it to existing service request. But the only way to identify this currently is via the tracking text. Any other way that is available or recommended? Or some custom solution that might have worked for someone?

Thanks,

Mohit

[bruce_li]

Hi Mohit,

I think you can either

1. put some red highlighting warning on this tracking text, you can input like "Don't delete the track text".

or if customer delete the tracking text, 2 you have to set the action in rule policy to identify this by the tracking text.

I don't have any other ideas.

Best Regards,

Bruce