Creating, Connecting, or Auto-Reopening Cases from Email Conversations

Cases can be based on emails, allowing Agents to follow up on pending requests made via email. 


Creating Cases from Email Conversations

To learn how to manually create a case based on an email, follow these steps:

  1. After receiving an email, go to the Case tab [1].
  2. Click the plus sign [2].

  1. Fill in all the relevant information and click Save.


Connecting Cases from Email Conversations

Alternatively, you may want to connect the email to an existing Case. To do so:

  1. Select the case under “Case history” in the Case tab and click Connect [3]. A pop-up will confirm that the action was successful. Note: If you select a Resolved case, that case will be reopened. 

  1. To disconnect the email from the case, click Disconnect [1]. A message will confirm the action was successful. 
  2. You can click the clock symbol [2] to view a history of the contact’s cases.
  3. You can also click the navigation symbol [3] next to the case ID to open the case in Talkdesk Cases.


Auto-Reopening Cases from Closed Email Conversations

In certain instances, contacts may respond to email conversations that have been marked as closed. This situation requires a systematic approach to ensure that customer queries and concerns are addressed promptly and efficiently. 

Reopening Resolved Cases

When a contact replies to a closed email conversation and the case has been marked as Resolved, the system is designed to automatically reopen the case. This ensures support agents address any additional queries or issues promptly. 

Cloning Closed Cases

In the scenario where a contact responds to a closed email conversation and the case has been marked as Closed, instead of reopening the closed case directly, the system initiates a cloning process. This involves creating a new case with open status, identical to the closed one, with the same fields and internal notes, allowing support agents to effectively manage and address the customer's latest communication.

For more information about Talkdesk Cases, you can read our documentation.

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