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lost inbound email

edited Oct 5, 2017 3:25PM in Reporting & Analytics for B2C Service 2 comments

Content

Hi friends ! 

We have an issue :

  1. A client called us trhought the phone 
  2. we created an incident on Agent Desktop
  3. The agent sent a reponse by mail to the customer mail : blabla@example.com
  4. the customer responsed from bla.bla@example.com
  5. the incident did not update because the EGW_SECURE_UPDATE_ENABLED configuration(value = yes)

so far everything its okay.

Our client needs recover the emails rejected because that configuration.

We haven't found any reports to pull it out. Is there any way to retrieve those emails? 

 

Version

OSC : May 2017
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