What would case bounce back emails to sometimes go to the original case and other times create a new case?

Question

I'm exploring a system that was already setup but unsure where to go to look for how it's setup yet. Looking for possible things to look at because I'd like to reduce the number of bounce back emails creating a new case. Sometimes they go to the original case and other times they don't while creating a new case.

Andrew Cook · Accepted Answer

Hi Marie,

In my experience this happens when there are multiple people on the email thread. When an email goes from a case in Salesforce, an ID is placed inside the email relating to the case. When someone replies, Salesforce see's this ID and relates it back to the case.

The problem seems to arise when multiple people are replying to the same case thread. When this happens the replies are often missing the ID and it causes a new case to be created.

What would case bounce back emails to sometimes go to the original case and other times create a new case?

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