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):
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 Finally, ensure the email-to-case agent is no longer active.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.
Troubleshooting with Inbound Email Snapshots
Defining Email Service Addresses
Configuring Routing Addresses for Email-to-Case and On-Demand Email-to-Case