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Prevent Multiple/Duplicate Case Email Notifications in Salesforce Email-to-Case

Fecha de publicación: Mar 6, 2026
Descripción

When a Case has been created via Email-to-Case and the customer responds to the Case by an email, that email might trigger multiple Case email notifications to Case Owner or Queue.

The notification emails received will look something like below:

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From: Case Notification <noreply@salesforce.com> 
Sent: Thursday, November 29, 2018 12:33 PM
To: Billing <billing@abcxyz.com>
Subject: New case email notification. Case number xxxxxx
 
An email has been received for case xxxxxx: RE: Email Subject.
 
Please click the link below to review the new email and respond appropriately.
 
https://naxx.salesforce.com/02sxxxxxx
 
NOTE: It is not recommended that you forward this email because its association with the original case may be lost.
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Solución


Root-cause: 'Notify Case Owners on New Emails' is enabled in the Email-to-Case settings and the Email-to-Case routing address (support mailbox address) is the Case Owner/Queue Email Address or belongs to Default Case Owner User's email address as well.

Since the 'Notify Case Owners on New Email'  is enabled, this allows Case owners to automatically receive notifications of new emails on their existing cases. In such scenario, if the email address of the Default Case Owner or Case Owner/Queue Email Address is same as the Email to Case routing address (support mailbox address), a notification will be sent which will be determined as a new email reply (since it was sent to the Email-to-Case routing address) and will be routed to Salesforce. This will create an email loop condition and will result in triggering multiple email notifications.

To resolve this, always ensure to have a unique routing email address configured to Email-to-Case services which should not be used in any Case Queues or with the Salesforce Users including Default Case Owner.

Please see this article for more information on Email-to-Case Settings.


See also:
Bounce back loop from Email-to-Case creates more than 1000 cases
Best practices on email retention and prevention of email loops in Email-to-Case
Set Up Queues
Customize Support Settings
Stop email notification to queue members  

 
Número del artículo de conocimiento

000383823

 
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Salesforce Help | Article