Hello,
I am currently in the process of configuring our customer service module and setting up the queues we will be using for incoming emails.
Situation:
I have a queue set up to create queue items based on incoming emails to a shared contact email.
All is working fine- queue items are getting created as emails are coming in.
HOWEVER, we're getting unnecessary queue items created from email replies to messages sent from cases already created.
Example:
Queue item comes in and creates a case, 'Case 1'.
I am working on case and sending out email messages (reply from the original email now associated with the case) from CRM to the client.
The client replies and their reply now creates a new queue item.
What configurations/options do I have to make it so that email replies to original emails already converted to cases are not creating unnecessary queue items?
Thanks.
