We are looking at implenting the SalesForce support module in the near future. We have everything working pretty much the way we want it (there are some quirks that we have worked around of course), however, one key piece of functionality is still missing. By default when a customer replies to an existing case via e-mail, Email2Case just "attached" the email to the existing case but does not modify ANY fields (an email notification is sent to the case owner). So the problem we are having, is that our support people have nothing to key off of to know purely by logging into SalesForce and looking at the existing cases, which one require immediate attention.

Has anyone out there modified the Email2Case source so that, for example, the status field of a case gets set back to New upon receipt of a new email for an existing case??

Any past experiences or insight would be greatly appreciated.

Cheers,

Joel W