We are running into a problem where customers are continuing to respond to cases that are REALLY old. Is it possible or is there a best practice in place to have some sort of soft close vs hard close functionality where, after 30 days, a case is in a hard close where customers can no longer respond?
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Zack Terry (Fast Slow Motion)We've solved for this in the past by using a formula field on the Case object to determine how long it has been since the Case has been closed. Then, we use a record-triggered Flow on the EmailMessage object to determine if a Case should be reopened, or if a new Case should be created, based on how long it has been since the Case related to the message has been closed.
Example: Days Since Case Closed = 31 Days, new EmailMessage is logged via email-to-case and is related to the same Case record. Flow evaluates that the Case has been closed for more than 30 days (EmailMessage.ParentId.Days_Since_Case_Closed__c > 30), so a new Case is created, and auto-response sent from the new Case, and the existing Case is updated back to Closed.
There is also an app called Email to Case Premium which allows for controlling logic like this.
