We work with Email-to-case everything works well, except for a detail, when a case is created it is sent to the support address and in CC to several people, when one of the people in the loop responds to all, it creates a new case.
Is there a way to avoid creating a new ticket every time ? Thank you !
Hi Mahdi, This is a common problem with email to case - to my knowledge there isn't really a way around it without trying to auto merge cases based on their subject and what is contained in their body (which is open to error itself). You would probably need to manage this with code too. The problem is, the people responding to the case don't yet have the Case 'Thread Id' which will allow Salesforce to link it back to the case. Including everyone CC'd into the original email in your auto response email can help with this issue.
Go to: Setup -> Case Auto-Response Rules -> Select the relevant Rule(s) -> Select 'Edit' next to the relevant Rule Entries -> Select the 'Send response to all recipients' checkbox.
This will keep the CC's email addresses in your auto response. Also, in that auto response email, you can add merge fields containing the original email body (Case Description) and original email subject (Case Subject) and specifically ask for you customers to reply to that email if they want to reply - so everything stays in the same thread.
Let me know if this helps.
Many thanks, Angus
