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Why is Email to Case creating duplicate cases?

Knowledge Article Number 000175796
Description Why are two cases being created when a customer is emailing our Email to Case address?
Resolution Duplicate cases being created in Salesforce by Email-to-Case can be due to a series of reasons: a workflow rule, an error with the setup on the email server, inaccurate forwarding to the email services address, or the organization recently switched to On-Demand Email-to-Case but the Agent has not been deactivated.

Try the following to narrow down the cause:

1. Check all Process Builder/Flow to ensure that there is not an inadvertent workflow that was created to cause the duplicate cases.
If no Process Builder/Flow are causing the duplicates then proceed with testing and replication.

2. Check to see if you can replicate the issue with both the email address that is customer-facing as well as the service address (the service address is the long address that Salesforce generates when creating a new routing address): 
  • First, attempt to duplicate the results by sending an email to the email address that customers are using. (This should trigger a dup, but note that it can be intermittent.)
  • Next, send an email directly to the email service address that the emails are being forwarded to and see if this causes the creation of a duplicate.  More often than not, when emailing the service address directly you will find that no duplicate cases have been created.
  • Create an Email Snapshot to see how many emails are received in the org. If you capture two emails, then email-to-case is working as expected, since two emails will generate two cases.  
  • If duplicate cases were created when sending emails to the email address but not to the email service address, it could be that a setting on the email server is causing the duplication. For example, the redirecting rule on the email server is not set correctly, that the email address is part of a cc list, etc. 
In this instance, the email administration team needs to get involved and provide help by looking into the forwarding of emails and any related settings in place on the email server.  Somewhere prior to forwarding to the service address, the email is being duplicated and two emails are being sent to Salesforce.

3. Finally, ensure the email-to-case agent is no longer active. If both the agent and the on-demand version of email-to-case are enabled, and using the same email address, this can cause both to create a new case.

See Also:
Troubleshooting with Inbound Email Snapshots
Defining Email Service Addresses
Configuring Routing Addresses for Email-to-Case and On-Demand Email-to-Case

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