2
Hello,
Sometimes a new queue item is attached on the email chain as recipient after the initial case creation/email.
At the moment product feature is that it will not create a new case and it will just be linked on the current email chain on a case. This is problematic for the customer since that particular case might need actions from other team (queue) as well.
Hopefully you consider this idea as future feature on Customer Service.
Sometimes a new queue item is attached on the email chain as recipient after the initial case creation/email.
At the moment product feature is that it will not create a new case and it will just be linked on the current email chain on a case. This is problematic for the customer since that particular case might need actions from other team (queue) as well.
Hopefully you consider this idea as future feature on Customer Service.
STATUS DETAILS
Completed
Administrator on 12/4/2023 1:34:02 PM
Thanks for your feedback. The feature to create multiple cases from an email sent to multiple mailboxes (irrespective of To, cc, Bcc) and associating the email to all mailboxes is currently released in private preview. If a new mailbox is added, a new case gets created for that mailbox. If you wish to participate in the private preview program, please reach out to Microsoft by sending an email to arc-multiplecases@microsoft.com to get this enabled for your organization.
Regards,
Product Manager,
Microsoft