I'm creating an Auto Response Email indicating to a client that a Support case has been created. As part of the email we are allowing the client to respond back to this email.
Question: If the client responds back to the email will the response be recorded against the newly created case? Do I need to add the Thread ID field to both the subject and the body?
Thanks
#Service Cloud #Email-to-case #Email Template #Email Threading #New Email Threading Behavior
Salesforce migrated from Thread ID to Message header and if upgrade is already done in your org, then customer reply will automatically get attached to existing thread without Ref ID.
But if org is still relies on Thread ID, then Salesforce identifies if its reply to existing email using Thread ID in either email subject or body, so it has to be included in one of these places.
Note: There is also lightning threading that Salesforce has introduced which is latest, so it depends on which settings is enabled. Refer to below link for more details,
https://help.salesforce.com/s/articleView?id=sf.support_email_to_case_threading.htm&type=5
