#New Threading Behavior0 diskutieren mit

We are using the new threading behaviour and have noticed an issue when multiple customers respond to the same email message.

Scenario:

• Our IT team email a large number of people about an update to Zoom. 
• The email directs customers to respond to our central IT address which is running email-to-Case.
• Customer A is the replies to the email, a Case 0001 is set up in Salesforce.
• A minute later Customer B replies to the email.
  • Instead of creating a new Case linked to Customer B, Salesforce threads the email to Case 0001 (which is linked to Customer A).
• Five minutes later Customer C replies and their reply is also routed back to Case 0001.

I think this is an expected behaviour with threading as all three customers are replying to the same email message which has the same header information, is that right?

If so, is there a way round this as we have the details of three customers on one Case? This is awkward for agents to work with and once we activate our community we will hit data protection issues & concerns.

#Email Threading  #New Threading Behavior  #Email-to-case  #Service Cloud

Hi, I`m a bit unsure about "Enhance Security with a New Threading Behavior for Email-To-Case".

"A new Email-to-Case threading behavior matches incoming emails with their header information instead of through a Ref ID from the subject or body. New outbound emails don’t contain a Ref ID, and existing orgs get an upgrade path with an end-of-life notification for Ref ID.

How: Existing orgs get an upgrade path with an end-of-life notification for Ref ID. Until then, existing orgs are backward compatible with Ref ID. To avoid issues after the update, ensure that user headers are set correctly on Emails."

Do I understand correctly that all I need to do is remove the Ref ID / Thread ID from all email templates?

Thank you!

Rita

Hi there,

Will this new functionality: Disabled Ref Id and New Threading Behavior for Email-To-Case (https://help.salesforce.com/articleView?id=000355168&language=en_US&mode=1&type=1)

allow one case to be created when a user emails multiple email addresses that have been set up as an email-to-case?

Currently, a case is created for each email-to-case address resulting in duplicates and a bad user experience when multiple users respond to the same query.

 If not, is there potentially another declarative solution that only creates one case when multiple email-to-case addresses have been cc'd? 

In reviewing Enhance Security with a New Threading Behavior for Email-To-Case, it states "To avoid issues after the update, ensure that user headers are set correctly on Emails." - what exactly does this mean? I can't find any info alluding to what the optimal settings are.

We're running into an issue where outbound emails no longer have a reference Id, but the replies back aren't attaching to the original case. The original outbound email doesn't have a header, which I think might be the cause?

Enhance Security with a New Threading Behavior for Email-To-Case