An activity type as e-mail is not available in the activities facet of the ticket.
SAP Cloud for Customer .
Reproducing the Issue
Go to the Service work center.
Go to the Tickets view.
Search and open ticket LMN (where LMN represent the ticket id).
Go to the Activities facet.
Here, you can see activity as phone call , appointment and task are available but email section is missing.
Since we already have interaction facet which shows e-mail activities related to the ticket, hence it is not added again under an activities facet.
We do not have an e-mail section in an activities facet of ticket is an expected system behavior.
e-mail section , activities facet , interaction facet , KBA , ticket , LOD-CRM-SRP , Service Request Processing , Problem