How to add Reply E-mails to Queue? RRS feed

  • Question

  • Hi - We're using cases and queues.  We call share the same e-mail account (e-mails are sent from the e-mail associated to the queue not individual e-mail accounts).

    I resolve a case.  Weeks later, a customer responds to the e-mail.  Currently, the E-mail is associated to the closed case.  I'd like that e-mail to go into the queue to make sure someone sees it and re-opens the case.

    How do I make the e-mail go into the queue?







    Tuesday, March 8, 2011 10:37 PM


  • Hi Tom,

    if you send email from the queue when case gets resolved and if customer reply to this email then surely it will automatically go to the queue becuase it would be have Email To address as Queue.

    can you please let me what is the TO field on email which customer send?


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    Wednesday, March 9, 2011 9:24 AM