I am creating a Case record Type for one of our teams to track a certain type of request. These requests require the Sales Reps to answer a number of questions. The Case would act as a questionnaire. I want to give the team the ability to track email conversations through email-to-case however I do not want new emails to this address to create cases because I honestly don't trust the Sales Reps to self format their emails and the email address might be used for other business.
Is there a way to allow emails to and from existing cases to attach to those cases without allowing new cases to be opened by new emails? Please keep in mind that my intention is to drive the Sales Reps to open the Cases from Salesforce so they have to have access to the Record Type.
Thank you for your assistance.
Hi Cj,
Check: https://salesforce.stackexchange.com/questions/24812/is-there-a-way-to-stop-creating-cases-for-bounced-or-ooo-emails
Check this: https://developer.salesforce.com/page/An_Introduction_To_Email_Services_on_Force.com
This involves writing custom code to handle inbound email services ( that means getting rid of out of the box email2case). If you implement the custom code you will have the lot of flexibility over normal email2case.
