Noopur Bakshi - 1 year ago
You prioritized it and now we’re building it! Thank you, Trailblazers, for helping us shape our product roadmap. Inspired by this idea, we’re working on the following feature:
Prevent email-to-case from creating multiple cases
Leverage email headers more intelligently for Email-to-Case processing to avoid creating duplicate Cases when recipients Reply-All to the initial Email.
Estimated GA: Winter '21
Learn more about Prioritization and how you can shape Salesforce products via the IdeaExchange at https://ideas.salesforce.com/s/about.
Kelsey Culver - 1 year ago
Would implementing this idea mean that emails in the activity feed would then also thread together? Or would it help reduce the number of duplicate cases that are created?
One pain point we have is trying to see complete email threads when it could have 3 unique threads but 65 emails as well as related/duplicate cases
Joseph Reale - 1 year ago
Anyone suffering from this problem should definitely check out what Email to Case Premium has to offer.
Even with all preventive measures in place, Email Loops never really seem 100% preventable. That said, Email to Case Premium's Email Loop Protection feature is constantly on the lookout for new loops and stops them in their tracks as soon as they're detected.