New request is created when request is moved to different BU
Hi,
I'm trying to use multiple BU's for our organization. Our organization is setup like this:
- We have a help desk that assesses all incoming mail. (We made this "DBU"... is that OK?)
- We have several BU's that handle different parts of our customer base
- Help desk moves a request to the appropriate BU after arrival of a new request.
It's important to understand that BU's don't have their own external e-mail address, all their conversation takes place using the "general" e-mail address (
support@mycompany.com)
Now this happens
- BU (other than helpdesk) sends out an reply to the customer.
- Customer replies to this request (with the hash in the subject line etc)
- The mail is not automatically associated to the original request, but a new one is created in the helpdesk (D)BU.
Why is this? Why doesn't it go to the correct BU anyway?
Topic Participants
Niels Schoot
SupportCenter Support
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