This topic contains 4 replies, has 4 voices, and was last updated by msulima 5 years, 10 months ago.
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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?
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