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Staci can I use the email to case comment functionality without having the email-to-case create a case the same way?
We do not want people to be able to create a case through an email but we do like the functionality of being able to respond to an email from a case comment. I have WFR/Email Alert set up to send users emails when a comment is added to a case. I'd like those users to be able to respond to that email and have it go back to the case. Is that possible? Please let me know how to configure.
WIthout implementing the Email - to- Case functionality, it is not possible to use the email to case comment functionality.
Refer this similar asked :- https://salesforce.stackexchange.com/questions/244687/add-new-case-comment-through-email
Kindly mark it as the best answer if the information was helpful.
Thanks & Regards,
Priya Ranjan