@Janet Grant - Hi Janet! My coworker @Saara Lankarani (Customer) and I are in charge of the Service Cloud configuration for our company. I was reading through trailblazer community to solve an issue we were having and came across one of your comments. I was wondering if you came up with a solution for the email duplication issue: https://success.salesforce.com/ideaView?id=08730000000DjN5AAK. We've been running in circles trying to come up with a solution and would love to know what your company is doing to avoid this issue.
Hi Janet -- thank you so much for following up! To clarify, the main issue that we're experiencing right now is multiple cases with regard to the same email thread.
When the end-user sends an email to one of our email-to-case addresses, if they (or any external users copied) respond to the original email *prior* to
receiving a response from one of our agents in Service Cloud, this is
received as a new, separate case in Service Cloud. Our current workaround
is to trigger an auto-response to the end users everytime they email this
email-to-case address, with reference/thread ID in the email template. This
only works if the end user then provides all of their subsequent responses
to the auto response, which we're worried will be confusing.
Is there anything that your company has implemented as a workaround here,
or is that the Parent ID that you were referencing?
Thank you again for the response!
