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How does email-to-case work Salesforce?
Email-to-case feature in Salesforce enables you to convert the emails received at your support email address into cases. You can then inject these emails-turned-cases in your organization’s customer support queue and follow a systematic approach to track & resolve it.
How do I use thread ID in Salesforce?
In Salesforce Classic Click on Setup. In the quick find search box, enter Email-to-Case. Click on Email-to-Case under Cases. Confirm that the ‘Insert Thread Id in the Email Subject’ and ‘Insert Thread Id in the Email Body’ boxes are selected.
Why is an email to case thread ID important?
Setting up a case-sharing model allows your clients the proper amount of access to cases. An Email-to-Case thread ID is equally as important. By setting up this option, you ensure that a new reply by a client goes to the already existing case, instead of an old one, thus reducing redundancy.
Why is an email not added to a case?
What can be the reason that when a customer responds to an email that has been sent from a Case their response is being added to the case, but when a customer responds to an email that has been sent from an Email Alert activated in Processor Builder their response is NOT being added to the case, but creates a new CASE?? Thank!
When is there no thread ID in the subject of an email?
@Shirly Riva this kind of problem would happen if there is no thread ID in either the subject or the body of the email being sent from Process Builder. In that case, if the customer replies, Salesforce does not realize it’s coming from an existing case and creates a new one.
What happens if there is no case thread ID?
{!Case.Thread_Id} and it still not recogmize responds to an email that has been sent from Processor Builder. I need to do it a different way? @Shirly Riva this kind of problem would happen if there is no thread ID in either the subject or the body of the email being sent from Process Builder.