Our service team is really struggling with this new email threading behavior.
If they send an email response from a case to a customer using an email-to-case address as the send from, some of our customers update the email subject on their reply (I presume to help in their own tracking in their email...) and therefore when they do that, it changes the email header details and their reply doesn't post back to the original case...it creates a duplicate case.
Anyone else experiencing this same thing? What are you doing about it?
Our service team has a large backlog of cases in the queue currently and now these "duplicate" cases that are getting generated all because of an email subject tweak on the reply are making that backlog even greated, plus giving us a false sense that the customer hasn't responded.
We miss the old Ref-ID...it worked much better for us!
Thanks for CCing me on this thread @Stephen Wood. Our Product team is aware of this and is looking into ways to solve this experience in the future.
