Email To Case - Replies to Autoresponse

[jm@idc]

I have incoming emails to a support@x.com email address forwarding to SFC on-demand email to case.  Everything works smoothly ... cases are being created and autoresponses are issued.  The reply address on the email is set to support@x.com

What happens when a customer replies to the autoresponse email?  Is it possible for the email to be linked to the open case (case number is included in the subject line)? 

[forcedotcom · Accepted solution]

This functionality should be available by default when using Email-to-Case On-Demand. Provided the unique ID is retained in either the subject or body of the email by the customer when replying to your auto response, it will automatically link back to the original case.

forcedotcom

[Mark Silber]

It won't link by Case #, but it can by using a unique Salesforce generated "thread ID". To enable this: Setup -> Customize - Cases -> Email-to-Case. On the main Email-to-Case setup page, make sure you check both boxes in the "When sending email from a case, insert Thread ID in the following sections:", Email Subject, Email Body.

This will insert a unique ID into both the email subject and body and will allow Salesforce to automatically thread the inbound emails.

[rossh123]

This works, but buries the replies of the messages 3 layers down. I need a notification on the main case page that a reply has been sent. Currently I have to click on the original message, then click on "message list" to finally see that there is a new message.

Is there any way to send a notification to a personal email address or display the message in the activity history?

[Mark Silber]

You need to add the "Emails" related list to the Case page layout. This is where you can see all inbound and outbound emails in one place.