You cannot use the button "Save and Send E-Mail" when trying to add an E-Mail with the MS Outlook add-in.
Reproducing the Issue
1. Open MS Outlook
2. Click New Email
3. Go to Message tab
4. The button Save and Send E-Mail is inactive. You can only use the Microsoft Outlook standard button "Send"
The Option Enable Service Agent Responses to Tickets is active. This option is relevant if you are a service agent and want to respond to tickets. This will enable the threading of outbound e-mails in tickets in SAP Hybris Cloud for Customer.
Deactivate the option Enable Service Agent Responses to Tickets
1. Go to MS Outlook Add-in settings
2. Go to Advance Settings > Service tab
3. Uncheck the option Enable Service Agent Responses to Tickets in order to enable the button again.
KBA , SRD-CC , Cross Components , Product Enhancement