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7,580 Points voting closed

Delivered in Winter 21

John Lees

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.

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Latest Comment from Salesforce

Noopur Bakshi - 7 months 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: https://releasenotes.docs.salesforce.com/en-us/winter21/release-notes/rn_email_to_case.htm?edition=&impact=

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Noopur Bakshi - 7 months ago

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Noopur Bakshi - 8 months ago

@jatin. Sorry for the delayed response. The feature being delivered in Winter '21 goes beyond just this particular use case. not only will it 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 current solution you reference will become redundant since this update will fix that and more key use cases around duplicate case creation due to inbound emails.

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Jatin Narang - 8 months ago

Sorry @Noopur, but that is exactly what the knowledge article title says 'Bounce back loop from 'Email-to-Case' creates more than 1000 Cases'. Can you please elaborate on the key difference which I'm missing out on?

I quote from the KA "If a customer has the 'Email To Case' process setup with an auto-response rule they may run into instances where the system gets into an endless loop. If the return email address for the Case submitter is an email account that does not accept incoming emails causing a bounce back, this loop will occur. The system does not recognize that this is the same email that was bounced back and it will continue creating emails and sending the email template to the sender of the original email."

I further quote "Salesforce has set measures to detect an email loop from an external email system. This is set in place to prevent a continual loop that could cause a large amount of erroneous inbound messages into a Salesforce.com organization.

The 'Email to Case' looping algorithm looks at Subject, Sender, and Body to detect looping. After receiving more than 15 emails in 60 seconds with the same content in the three fields, the loop detection will trigger and stop creating Cases within that time span."

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Noopur Bakshi - 8 months ago

@jatin. The solution in Winter '21 will prevent the 1000's of duplicate cases from being created caused by the bounce responses.
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Jatin Narang - 8 months ago

@Noopur I'm really confused, can you plesae advise how is the knowledge article link below different from the feature which is being developed for Winter' 21 release.

https://help.salesforce.com/articleView?id=000329628&language=en_US&type=1&mode=1

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Noopur Bakshi - 9 months ago

@Monica - Yes! We are on track for delivering this in Winter '21. Thanks
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Monica Chambless - 9 months ago

Hi there, is this on track still for Winter '21? This has been a huge issue for my end users of email-to-case and I do not have any developer bandwidth to help create a workaround.
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Shwetha M P - 11 months ago

in order to stop multiple cases being created . we can include the thread ID in the subject of the email template that we are sending to customers once the case is created. so when they reply the thread Id would already be there and hence avoids duplicate case. these converse email go and tags to existing case.
I hope this helps.

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Scott Fenech - 11 months ago

Great news
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Jack Michel - 1 year ago

Excellent news!
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Igor Corti - 1 year ago

Really excited with this, I remember when this first happened in my previous org. Service Cloud users rejoice!
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alicia Low - 1 year ago

I'm so happy about it, finally.
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Susan Twartz - 1 year ago

My service teasm will be very happy about this.
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Brian Oconnell - 1 year ago

So after 10 years, this bug won the lottery?
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Noopur Bakshi - 1 year ago

@michelle - Thank you for your feedback, patience and partnership!
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