Add inbound replies to a Case ticket

[John Vo1]

When an email is sent out via the Case it gets attached to the ticket.  But when an end user replies it's not get captured in the activity. How can I get this to attached?  I know I need an inbound, but not sure what I need to add.  These are my current inbound email actions for Case.

[Allen Andreas]

Yes, so like I mentioned, click that actual link for that email log entry...and go down to the bottom. Read through why it wasn't attached to the ticket. It'll tell you there. If you're confused screenshot image so I can see. If that's your script you've added above....try removing it and seeing if it comes through without it. If it does, it's your script.

If you did add script, I would recommend mentioning as soon as you can in your post as that changes up a lot of assistance we can give.

We'd also need to see the screenshot like I gave to you, that section.

[John Vo1]

Allen,

That script came with the consumer update case via reply so it was OOB

[Allen Andreas]

Ok, good to know. But back to my earlier suggestions:

I mentioned, click that actual link for that email log entry...and go down to the bottom. Read through why it wasn't attached to the ticket. It'll tell you there. If you're confused screenshot image so I can see.

Also to show the inbound action first tab area like I included in my screenshot above.

We can't help without more information.

[John Vo1]

[Allen Andreas · Accepted solution]

Hi,

So this is failing due to the condition in this inbound action:

I would recommend to remove that condition, reply and see if it works, then decide what exactly you'd like to filter. You can only reply to that email if 1) you receive it anyway) and 2) it only replies to that case it's about.

So once you test and see that it works, decide if you do want to add some parameters there, let me know and we can work together and build those for you.

If not, then just removing it should work for you.

Please mark reply as Helpful/Correct, if applicable. Thanks!