is ticket creation for customer emails done via work flow or OOB functionality? Please mention your AR version
and the whole thing is possible via workflow
AR? ARSystem? No, it's a Service Core. Tickets are created by OOTB functionality.
You will need to use the Submission Tracking field.
- Add the Submission Tracking Field type in Form Designer (It is a special field type)
- Change the Escalation Criteria to trigger if the submission tracking is email
That should work for you.
From wher I Can get this field ?