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How to create multiple cases on the same email thread?
One way to resolve this issue is to put the case thread Id in every template used for auto response. Just change the color scheme of the text so it will blend with the email template background and cannot be seen. Works great for us. We needs this!
How does the email to case loop work?
Some NDS and bounce responses to new cases being created through email-to-case case an infinite email loop. The email goes from SFDC to an address that generates a new but related email which it sends to SFDC. This then generates a new case email from SFDC. This then loops continuously.
When to create a case from an email?
The application creates a case only if the case is resolved earlier than the duration you specify. If the incoming email is related to a case resolved later than the specified duration, the application only associates the incoming email with the existing resolved case; a new case won’t be created.
How to split an email response into two cases?
Probably also need a way to split an email response from an older case into a new case since customers constantly send in “new” issue from an older closed case email which re-opens the old case (in our config). Have the same issue. Any tip will help. +1 for this. Does anyone have a custom resolution to it in the mean time?
How to break the case cycle in email?
Give it an upvote or downvote. In order to break this cycle it would require someone to paste a reference number (Case.Thread_Id) into the subject line of the email. We can’t expect our customers to know to do this. We probably can’t expect our employees to always do this.
How to stop duplicate cases in Salesforce emails?
The other way to break the cycle would be to remove [email protected] from the CC or TO list. it would be great if Salesforce had more knowledge of email threads. For instance, there’s a lot of information in email message headers that could be used to reduce the number of duplicate cases that this scenario generates.