@SteveMoForce

Hi community

Email to case VS Email alerts

I have a queue ABC, with email abc@email.com.  Also I have an E2C routing assigning cases to the queue ABC when an email is sent to abc@email.com

Whenever a new comment is saved, or the case is escalated, an email notification is sent to the owner. If the owner is the queue ABC, a new case is created.

The obvious solution would be to have a different email address for the queue and for the E2C routing, but I wonder if there is any other way, for example: adding the thread ID in the template used for the escalation alert, or this only works from responses from outlook inbox?

Thanks for any comments

Javier