Same case (case id 11155177), same email template
I have sent email from template in the SFDC Classic mode - Subject of sent email is like this TEST testing case [11155177] [ ref:!00D240pXiM.!500W503njqN:ref ]
I have sent email from template in the SFDC Lightning mode - Subject of sent email is like this TEST testing case [11155177] [ ref:!00D240pXiM.!500W503njqNIAQ:ref ]
When a customer reply to the first email, response is added to the existing case (case id 11155177).
When a customer reply to the second email, response results in creating a new case.
Definition of email subject in classic email template: {!Case.Subject} [{!Case.CaseNumber}]
In Email-to-Case Settings, we have checked Insert thread ID in the email subject.
We want all email responses to be included in that same case instead of creating a new case.
Can you please help me?
Thank you.
when email sent with lightning composer it generates an 18 digit case Id when compared with classic composer it is 15 digit case Id, so that's the difference and when customer replies Salesforce considers it entirely a new query(18digit case Id) and creates a new case. Please refer to this link and PFA screenshot..
Regards,