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Emails responses don't get added to the case

Publish Date: Jul 9, 2024
Description
When a customer responds to an email that has been sent from a Case their response is not being added to the Case.  

Note: All new organizations default to the new threading behavior and Email-to-Case no longer supports string-based threading. See Disabled Ref ID and New Threading Behavior for Email-To-Case.
 
Resolution


Review the following to ensure that Email-to-Case has been set up correctly for customer email responses to be attached to and viewed from the Case.

 
1. The thread ID needs to be added to either the email subject or body. It is recommended that it be added to both. This gives Salesforce a better chance of locating the Case. Also, if a customer removes the thread ID from one or the other, there is a backup. To add the thread ID, follow the steps below:
a. Open Setup.
b. Search quick find for Email-to-Case.
c. Click on Email-to-Case in the setup menu.
d. Confirm the "Insert Email Threading" checkboxes for subject and body are selected. 
 
 
2. If you are using Case auto-replies, make sure to add the thread ID to the email template you are using in either the subject line, the body, or both. To include the thread ID, edit your email template, select Field Type 'Case Fields,' and then select the field Case Thread ID.' You can type the merge field {!Case.Thread_Id} in your email template. 
 
3. When replying to a customer, always change the address from the Owner to the Email-to-Case support address. If this is not changed, the response from the customer is sent to the owner of the Case and is l not added to the email thread.
 
4. Add the Email related list to the Case Layout. When a customer replies to an email that has the Thread ID, Salesforce identifies the Case via the Thread ID, the Case Owner is sent a notification, and the email is added to the Email related list.  
 
5. A common issue when testing Email-to-Case before deployment or when testing in the sandbox is the support address has not been forwarded (redirected) to the Email Services Address. If you have not already done this, then the replies are not hitting Salesforce and cannot be attached to the Case. Contact your Email Administrator to have them forward the emails to the Services Address.
 
6. Should the user identify that the email has been forwarded (redirected) successfully by the routing email address to the Email-to-Case service address then check the automated case user on the support settings. The mailbox associated with the automated case user captures errors for any Email-to-Case-process.
 

See also:

Knowledge Article Number

000386017

 
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Salesforce Help | Article