From today, two things change: how a case comes into being in CK, and what happens to an incoming reply.

Until now, every imported D+ ticket that matched no existing case created a new case automatically. Many of those cases sat untouched, because there was no correspondence on them. From today, a case begins with an email.

When an email arrives and a matching D+ ticket already exists in the same building, CK offers that ticket on the email's case as a suggestion. You accept it with one click.

A D+ ticket that never receives an email no longer appears as a case on its own. If you want to work on it in CK anyway, create a case or open an existing one and link the ticket via Link D+ ticket. You can also simply ask Gustav to do it.

Nothing is lost. All tickets are still imported from D+ and remain searchable in CK. Nothing changes about the tickets themselves or about your work in D+.

When someone replies on an email thread that already belongs to a case, you previously had to confirm that link.

When CK recognises clearly that an incoming reply belongs to the same thread on an existing case, it attaches the reply to that case directly. The suggestion step is gone. Gustav then updates the case summary, so you see the current state right away.

If the case was already closed, it reopens. That is intended: the reply belongs to the matter and should be visible to you.

An email is attached automatically only when the match is unambiguous, that is, on a genuine reply within the same email thread. Everything else still reaches you as a suggestion.

You see the email in the case as usual, and you can detach it there at any time. No emails are sent to tenants automatically because of this.