In email-to-case settings i ticked "Insert Thread ID in the Email Body" so that replies to email by customers will not create a new case, but add there emails to the existing case. This is working
But now i have created some lghtning email templates and when i use one of those templates on the case Object, the ref nr (thread ID) won't show up there, but if you send the email, the customer will see that number in their email. Even if you don't use an email-to-case address when you send out the email through salesforce it will be appended.
When i use the templates on other objects (account for example) then the thread id will not be appended.
Is it possible to let this box "Insert Thread ID in the Email Body" ticked and delete the thread id (at least make it invisible) for the client?
Or is the only way, to uncheck the box "Insert Thread ID in the Email Body" and then add the thread ID in the email action and make it invisible with html/css?
@eric yes but this means i need to untick "Insert Thread ID in the Email Body" and add the thread ID to the email templates (and then change the color to white)
That is a solution, but then i have to change all the email templates so far and add the thread ID and make it white. I have a lot of email templates :(
As for now i only had to tick one checkbox and all traffic from case using email has this thread ID (but in black)
And our users can create email templates their selfes meaning they need to be trained to merge that field AND make it white....mhm....
I was hoping for an other solution, because im sure this will give troubles because of the abbility of endusers creating email templates.
