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Email replies from cc'd recipients to emails without 'Case/Req ID" to be fetched in one case.

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Description: Enable a solution to recognize both "individual's address" and "email subject" and fetch the reply in one case, rather than create a new one.

 

 

Use case:

Thousands of employees in the organization are used to such ways of communication, especially those who do not have access to "My GSS".

1) Employee sends an email to Support Team and cc's a line manager.

2) Line Manager clicks "Reply" and e.g. provides additional information or approves the request.

3) Line Manager's reply gets fetched in the same case that was created in point #1 (currently a new case gets created).

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