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Help Agent Performance DegradationRead More

Email-to-Case Threading Email Doesn't Attach Back to the Case

Publish Date: Oct 13, 2022
Description
With the new Email-to-Case Threading behavior, Salesforce parses inbound email message header information, which includes the Message-ID, In-Reply-To, & References. After it’s processed, Salesforce will either:
 
  1. Relate the inbound email reply to the originating Case record.
  2. Create a new Case, if the previously mentioned header properties can't be matched to the originating Case record
  3. Create a new Case if the inbound email is not a reply to a Salesforce Case Email.

Currently, in some scenarios, Salesforce has observed email clients stripping the header information that's related to Email Threading. For example, when an inbound email reply has been modified, such as changing the Subject value; the sending email client removes the matching email header information that would relate it back to the originating case. When this occurs, Salesforce creates a new case.
Resolution

At this time, the current behavior noted above is working as designed.


See Also:
Email-to-Case Threading 
Find the email headers for emails
Knowledge Article Number

000389090

 
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Salesforce Help | Article