Hello guys
I have a question.
We have customers who will send a lot of emails with the same subject (i.e. "Problem").
When a customer sends an email with the subject "Problem", a new case will be generated.
Then when he sends another email with the subject "Problem" (1 week later), the email will be assigned to the old case.
In the case creation rule is just "Create cases for email from unknown senders" enabled, the others are disabled, because I always want to reopen the case if a customer answers to his old case.
Smart Matching is activated, Traking Token is deactivated. When I deactivate Smart Matching, then CRM generates a new case for EVERY email (this includes also the response email from the customer after we sent him an email in response to his case).
How can I change that behavior?
It should create a new case for an email with the subject "Problem", but match a response email with the Subject "Re: CAS-XXXXX-XXXXXX: Problem" to the old case.
Thanks.
Best regards
Raphi