The issue we are running into is that people keep cc'ing the email address that creates cases in SF (let's just call it aa@bb.com). Is there a (free) way that we can prevent these emails from creating new cases in SF?
Example for clarity:
Colin emails Barney and cc's aa@bb.com. A new case is created in SF b/c aa@bb.com was cc'd.
Barney replies all. Another case is created in SF.
Colin replies all again and another case is created in SF.
I understand that if a reference ID is present in an email subject/body, SF will associate subsequent emails and prevent unique cases from being created, but in this instance, only Colin (the original emailer) receives the auto-reponse with the case reference ID.
What is the best recommendation to resolve this type of issue? Again, we are really looking for a free workaround.
Thanks!
2 risposte
Hi Margaret,
This is a fairly common problem when using email to case as those pesky users can't resist chiming in to the original email with the resultant case creation. I'd be interested to see if there is an AppExchange solution (I'm not aware of one at the moment) but another consideration could be to change the support process slighty.
I'd recommend looking at Web to Case and Chatter to provide the user interface rather than email. This way, when a user creates a case it's because they really want to and then everyone can use Chatter to collaborate including adding comments, files, etc.
You could also give users create access on cases to create them directly if users have a CRM licence....
