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Topics#Customer ServiceDomanda di Aden Omnet
Aden Omnet (Aden's Tyres) ha fatto una domanda in #Customer Service
11 nov 2018, 17:53

Customer Email reply not added to case - thread id in email body

I set up email to case on demand and it's working perfectly, until the customer responds to an email I send from the case. The customer reply is in my gmail account, so I know it's going to the correct address, but it doesn't get added to the case, or to the Email related list on the case.  The ref id is in the email body.

 

I have followed the steps in the following articles to no avail:

 

https://help.salesforce.com/articleView?id=000170989&type=1

 

https://help.salesforce.com/articleView?id=000176597&r=https%3A%2F%2Fwww.google.co.il%2F&type=1

 

 
1 risposta
  1. Ed Ruzol
    27 dic 2018, 23:31
    Hi Aden,

     

    One of the most common issues would be the following based on your second article:

     

    "3. When replying to a customer always change the address from the Owner to the Email to Case support address.  If this is not changed then the response from the customer will be sent to the owner of the case and will not be added to the Email Thread."

     

    With that said, can you confirm that you are sending and email or replying to the customer using the Email to Case support Address and not your own as the From Address?

     

    Thanks!
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