Here is what I am trying to achieve.
I create a general email, to collect our customer queries. I created an Email-to-case with it .I change the Reply-to setting in salesforce to the general email, like this the customer answer directly to the general email. The problem is that now cases are created also from my user account.
Any idea how to fix that.
Thanks in advance
1 réponse
I believe, beacuse you are using a different reply-to email, it is loosing the tracking of the email to case and therefore creating a new one. I would keep it either all on the same email address or you will have to build some logic to merge the cases when this happens.
https://help.salesforce.com/articleView?id=000175796
https://success.salesforce.com/answers?id=9063A000000lC51QAE
