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Craig Seddon How can I stop duplicate email to case being created from the same customer?
Example is that a customer will send an email to 2 different teams at the same time as they are unsure who is best placed to answer their question.
They type in both email addresses in the TO: field in their email provider... ie test1@test.com, test2@test.com
When they send they will get 2 auto notifications with 2 different case reference numbers.
Can rules be set up to ignore all but the 1st email address in order to only create 1 case?
Otherwise, if it creates more a case for each email address, it will result in more work for everyone and confusion over who is responding etc
They type in both email addresses in the TO: field in their email provider... ie test1@test.com, test2@test.com
When they send they will get 2 auto notifications with 2 different case reference numbers.
Can rules be set up to ignore all but the 1st email address in order to only create 1 case?
Otherwise, if it creates more a case for each email address, it will result in more work for everyone and confusion over who is responding etc
You can write custom code for this using email service functionality.
Here is the sample code for this :-
https://gist.github.com/tontonleric/4ed8d10d6610dfe4bbde27980627827f