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emailtocase response to correct case

I've setup emailtocase as well as a auto response rule to notify the customer of their new case created. The communication trails ends there.


How do I setup if a customers responds (via email) to a case that has already been created and have their email attach to the correct case?




Amber NeillAmber Neill


Here's what you do:

Go to Setup --> Customize --> Cases --> Email to Case

In the section labeled "When sending email from a case, insert Thread ID in the following sections:" check both boxes.


There ya go!

Best of luck!