When enabling email-to-ticket functionality in Hybris Service cloud, a small but still very important setting is often overlooked: How to prevent automatic email responses from customers, or employees (in the Employee Support scenarios) to update tickets or worse, re-open completed tickets.
The Problem: The service agent replied via email to a Customer support ticket (Customer support or Employee support is the same in this case) and set the ticket status to Completed, but the recipient was out of the office and their inbox is sending automatic replies. The Out of Office reply is received by the support email address, then automatically forwarded to the C4C Technical address, where it will update the referenced ticket by saving a new ‘Last customer interaction’ date/time, adding a check in the ‘Customer updated’ checkbox and also setting the status back to in process.
The Solution: First make sure you are familiar with Email Response Management in C4C, this series of fantastic Blogs from the Cloud for Service Expert Corner will explain everything you need to know to configure the email-to-ticket process for Hybris Customer Service and Employee Central Service Center scenarios.
(For a complete overview of the blog posts in the Cloud for Service Expert Corner, you can start here: Introducing the C4C Service Expert Corner Blog Series. )
The basics come down to these simple steps:
- Decide which email support addresses will be exposed to end customers (or employees). There is no limit on the number of channels which can be exposed.
- Review the 3 possible email-to-ticket flows, and decide which one to use for each support channel (based on the master data involved). It is quite common to use the same flow for all support channels.
- In the C4C tenant, enable the flows (in Scoping) and configure the channels (under Administrator).
- In the company’s mail server, configure email forwarding from each support channel to the technical address exposed by the C4C tenant.
In this last step, when setting up the forwarding rule in the company’s mail server an exception can be made to exclude automatic replies.
Process example in and Employee Support scenario:
This way all of the Out of Office automatic responses sent by employees or customers won’t impact the Hybris Customer Service solution.
I hope this was helpful!