Hi , 

I am facing an issue with SCS - where Social Replies is are creating new cases instead of relating the reply back to the initial Case? 

Is is possible to do this via Rule ? 

The same for when a case is closed, is the case reopen or a new case created? 

We are using Social Studio, Social Studio Automate & we have Social Customer Service Enabled. 

I have looked everywhere but one of the documentations seem to work, and the rule criteria I have set up - does not seem to work. 

Thanx*