Inbound actions: when customer replied to Resolved case via email, the email never came through

[Niranjan2]

Hi Everyone,

For a Resolved case, when customer replied to Resolved case via email, the email never came through. Is this OOB functionality? If yes, how this is happening?

I have checked emails logs as well.

Any help/suggestions appreciated. Thanks In advance

[mihirlimje867]

Hello @Niranjan2 ,
First, you'll need to check the email property where the inbound action should be active.

and the reply email subject should start with the 're:' 
Additionally, check the recipient this should be your instance email address.


Please hit on the helpful button.
Thank you.

[Niranjan2]

Thanks for the response @mihirlimje867 .

I don't see issues with all the inbound emails,
Issue observed only for a Resolved case, when customer replied to Resolved case via email, the email never came through. Is this OOB functionality? If yes, how this is happening?

[mihirlimje867]

Hello @Niranjan2 ,
This is not the OOB. I have recently configured that when someone replies to mail on the resolved case, it will reopen the case and add the comment and it is working as expected.

Please hit on the helpful button for you clearification.
Thank you.

[Mostafa_Hassan]

Hello, 

Check if there is an inbound email action configured to handle email replies for resolved cases. If such an action is missing or misconfigured, the system might not process the email correctly.