Hi there,
Is it possible to have two Ref Ids for a single case? The way the cases are handled is:
- Reply back to the customer using the ‘Reply’ option
- Then using the ’Reply All’ option to send an email to adding additional recipients
- Afterwards, when using the ‘Reply’ option, both replies are visible(the first response to the customer and the second to the additional recipients)
Is it possible to have two Ref Ids in Salesforce tracked on a single case and have the emails visible for each tread separately from the emails from the other thread?
It's not standard behavior in SF. However, here are some potential workarounds or methods to handle your scenario:
Multiple Email Threads for a Single Case: While a case can have multiple email threads (emails sent to different recipients), all these will be associated with the same Ref ID
Child Cases: Create a child case for the second thread. This way, the main case will have the primary thread, and the child case will handle the secondary thread.
Can create a separate case for each thread of conversation. This will create two separate Ref Ids for the cases and the emails will be visible separately for each thread
