Topic by George Salloum
Content
Dears,
One of the early steps of the implementation is to set up a support mailbox,
the configured mailbox would be handled by the application, all new incoming emails would be logged as new incidents, and the responses from the application would be sent from this address.
the issue we are facing is when attempting to add an existing mailbox which is already in use by our Support team (e.g support@mycompany.com)
Rightnow is opening new incidents for all the existing emails in this inbox, and sending the reference number to the customers.
looking through the documentation we have found the following related Document:
https://cx.rightnow.com/app/answers/detail/a_id/5424
Apparently the automated responses cannot be turned off
Can you please advise on the common practice used in this case, as we believe it is not the first time this issue occurs.We wish to import the existing incidents to the system WITHOUT sending Incident numbers, as most of those emails were already handled.
Having the issue cleared would resolve our migration concerns, as it would show the old incidents in the system with their conversation history, eliminating any additional data migration needs
Thanks for your help
George