Noopur Bakshi - 1 year ago
A feature inspired by this idea is up for consideration in the January 2020 round of Prioritization. Help us determine which features you want us to prioritize as we begin planning for Winter ‘21 and beyond. Visit https://sfdc.co/PrioritizeIdeas to access Prioritization.
David Eckblad - 1 year ago
This Idea ( https://success.salesforce.com/ideaView?id=08730000000fziZAAQ ) should not have been merged with this Idea. They are completely different concepts. That one is about conversation threading. This one is about auto-response loops.
Donald Mapp - 2 years ago
I found a great app that has resolved this issue for one of my clients.
Vasu Pulipati - 2 years ago
The original idea (https://success.salesforce.com/ideaView?id=08730000000fziZAAQ) that got merged with this, has an alternate solution. Well, not a complete solution but works in most cases.
The solution is this idea that got delivered in Winter 15 - https://success.salesforce.com/ideaview?id=087300000007EuhAAE
If someone from the cc list still responds to the original email that will still create a duplicate case, but since the auto-response email goes out almost instantly, people will most likely respond to the auto-response email instead of the original email.
Matthias Klein - 2 years ago
we occur the same issue.
Multiple emails are logged to an existing case if the customer replies with some people in CC.
For new cases, if the customer sends an email to support@... with other guys in CC Salesforce creates multiple new tickets in the system, all with the same content.
We haven't found any way so far to prevent that.
Any ideas from your side?
Cogno Bots - 2 years ago
Free Appexchange app called Cogno E2C provides fix for the issue where new cases are created due to replies to the original email from anyone CC'd on the thread. The issue is discussed in detail in the original idea: (https://success.salesforce.com/ideaView?id=08730000000fziZAAQ).
Find out more at Cogno E2C Appexchange link - https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FHBurUAH