We are using the new threading behaviour and have noticed an issue when multiple customers respond to the same email message.
Scenario:
- Our IT team email a large number of people about an update to Zoom.
- The email directs customers to respond to our central IT address which is running email-to-Case.
- Customer A is the replies to the email, a Case 0001 is set up in Salesforce.
- A minute later Customer B replies to the email.
- Instead of creating a new Case linked to Customer B, Salesforce threads the email to Case 0001 (which is linked to Customer A).
- Five minutes later Customer C replies and their reply is also routed back to Case 0001.
I think this is an expected behaviour with threading as all three customers are replying to the same email message which has the same header information, is that right?
If so, is there a way round this as we have the details of three customers on one Case? This is awkward for agents to work with and once we activate our community we will hit data protection issues & concerns.
#Email Threading #New Threading Behavior #Email-to-case #Service Cloud
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