Problems with the generated ticket (Group Mail)

[smachado]

Hello!
I have a major problem with the tickets generated in a group mail:
When I get a mail to the group mail this generates a ticket, this ticket is answered by a user and so far so good, the problem is when it responds again to the thread of that group mail which does not generate a new ticket and this answer is lost. Is there any possibility of a visual warning without the notifications that a group mail thread has been replied to?

I don't know if I have explained myself well

[victor]

the problem is when it responds again to the thread of that group mail which does not generate a new ticket and this answer is lost

Why create a new case for every new response? After all, the discussion is taking place in a specific case of one correspondence: "Re:" in the Subject of the email.

Is there any possibility of a visual warning without the notifications that a group mail thread has been replied to?

This is what notifications are for, and Warning prohibits certain actions or warns about the consequences of certain actions through the UI.

[smachado]

Hey!!!
The problem I have is that there are three users who receive tickets that are generated by a group email. The users once the first email is received and the ticket is generated, they are answered and closed. The problem is when they reply to that ticket with another email and as there are so many notifications in the bell users do not see these notices and these replies are lost. What I am trying to do is to create an email for the user who has been assigned the ticket, warning that another email has been linked to reply to the ticket that has already been closed.

[victor]

You can try to create a workflow that will create a Case for each email under the Conditions you specify. However, in addition to a large number of emails, you will have a large number of cases that will not always be necessary. That is, this will not make the work of your colleagues easier.
For more detailed monitoring of Notifications, add a Stream to the Dashboard for each employee. Each of them will view changes there, focusing on the time from which you need to start monitoring and without viewing previously checked events, emails, cases etc.

[Emmker]

We solved that, with an extra Case status "reopened" or "need reply" or something.
- Add a workflow, flowchart or formula that turns the case status to that if a mail is received.
- Add a dashlet with the cases with that status on your dashboard.