I have web-to-case setup on my website to create "contact forms" for our customers to reach out. These forms will make a case that is assigned to the appropriate agent. We are moving away from Outlook based customer support to add some traceability to everything. I have email to case setup with a generic email address and i have it set to forward to the salesforce placeholder email address. (echo@d2pir23ca6jbngfqgizd34e2u19ji6x0mqq0yo816i58gebrg.4p-igfquay.na119.case.salesforce.com)
Thye customer submits the case just fine, my agents reply from the service console via email just fine, but if the customer replies to that email again, the customer sends the email to our generic address which i have forwarding setup to send to the placeholder email address above and it attaches to the case correctly, but then the "reply to" becomes our generic address instead of the customer's email. Am i doing something wrong? I am so lost right now :(
1 answer
Hi Grant
Can you share a screenshot for more clarity? I think its standard behavior and you can refer to following link:
https://help.salesforce.com/articleView?id=cases_email.htm&type=5
Let me know if you have question.
