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Hey guys, what will happen if ticket was closed by someone, then, customer sends a response, will it re-open a ticket or create a new one?
How to make it create a new one?
How to make it create a new one?
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If it is a Case entity, then a new case will be created automatically if the Email-to-Case option is enabled + the email that the client sends is NOT a response to an email from you whose Parent is an existing case. -
Yes, Victor, thanks but my question about a different case.
We close ticket
We got a new email with old ticket subject
What is going to happen?Comment
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You did not specify which entity you are talking about. Ticket - what kind of entity is it (custom or is it a Case entity) and why should it have the functionality you described, if you did not create this functionality beforehand using formulas, workflows or BPMns?Comment
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It is 'Case' entity, sorry, so when we get an email, we are creating it, great (email to case), but what if I will close the case and then, later, will get a new email about it, what will happen? Will it reopen? Or append to closed one?Comment
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If you find EspoCRM good, we would greatly appreciate if you could give the project a star on GitHub. We believe our work truly deserves more recognition. Thanks.Comment
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