Here’s my situation: the customer sends an email to our system mailbox. Oro receives it and creates a case. We reply to the customer and close the case. But the customer is not satisfied and replies back to us in the same thread.
I need the case to be reopened when the customer writes back, but it is not. How can I make this happen?
I’ve thought about customizing the “convert_mailbox_email_to_case” process, but it looks like that process is only used to create new cases, not add replies to an existing case.
How to replies get added to a case? Is it possible for me to customize that process?
You must be logged in to reply to this topic.