email to case loop - Ideas - Salesforce Trailblazer Community
Trailblazer Community

All Ideas

Idea Details

Post an Idea
This idea has been delivered and can no longer be voted or commented on. If you’d like to add to this conversation, please post a new idea.
7,580  Points voting closed
Delivered in Winter 21
Delivered in Winter 21

email to case loop

Case Management

Some NDS and bounce responses to new cases being created through email-to-case case an infinite email loop.
The email goes from SFDC to an address that generates a new but related email which it sends to SFDC. This then generates a new case email from SFDC. This then loops continuously.

Having some logic or filtering on the inbound emails in  SFDC to stop this would save 1000's of 'bomb' cases.

· Flag

Latest Comment from Salesforce

  • Noopur Bakshi - 1 year ago

    The functionality delivered in the Winter '21 release will not only stop the 1000+ cases created due to bounce back, but it will also ensure that when there is a reply-all or a reply to a forwarded email that it ties back to the same case instead of creating new cases. So in essense, the solution resolves more key use cases around duplicate case creation due to inbound emails. To learn more, please see:
  • Upvotes
  • Downvotes



from AppExchange

Help us to keep IdeaExchange clean by pointing out overlapping ideas. We'll investigate your suggestion and merge the ideas if it makes sense.



Thanks for your merge suggestion. We will review it shortly and merge the ideas if applicable.

Salesforce takes abuse situations very seriously. Examples of abuse include but are not limited to posting of offensive language or fraudulent statements. To help us process your request as quickly as possible, please fill out the form below describing the situation. For privacy and security reasons, the final outcome of an abuse case may not be revealed to the person who reported it.


Thank you for your feedback. We take abuse seriously and will investigate this issue and take appropriate action.