I have been conducting various tests on how Emails, both inbound and outbound from SAP C4C (ECSC) are presented within the Service Center Ticket Interactions.
It is very unclear as to the logic around email presentation in Ticket Interactions. Does anyone have a clear understanding of how it works so I know what to expect and likewise detail this to our HR Agents and Employees?
The reason why is that we operate on the principal that Email is the main communication mechanism used with the Employee, even if they may have raised a ticket via ECSC.
I have found that workflow based email notifications are not presented.
I have found the majority of outbound agent generated emails are not presented.
I am unsure if the ticket status has any baring on the visibility of email interactions.
I have noticed that 'Draft' emails generated by Agents are visible on the ticket.
Can someone explain?
Many thanks
Andrew
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