Copy all recipients on auto-response replies to cases generated by email-to-case - Ideas - Salesforce Trailblazer Community

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Copy all recipients on auto-response replies to cases generated by email-to-case

Email & Email Templates

When a customer mails a case to an email2case address copying colleagues, a case is automatically logged and the autoresponse is sent to the originator with an email2case thread id.

Any subsequent emails replying to this thread with the salesforce thread id are added to the case - this is fine.

Any emails replying-all to the origiongal mail (without thread id) result in another case being created by email2case.

It would reduce the number of these duplicates if the autoresponse were sent to all recipients on the To: and CC: lines of the original email so that when they reply to all, the thread id is included, and replies are added ot the original case rather than generating new cases.

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Latest Comment from Salesforce

  • IdeaExchange Moderator - 4 years ago

    With the Winter '15 release, you can now send Email-to-Case auto-response messages not only to the customer who submitted the case by email, but also to any email addresses included on the To or Cc line of the original message. 
     

    See the Release Notes for more information:
    http://releasenotes.docs.salesforce.com/en-us/winter15/release-notes/rn_e2c_auto_response_cc.htm

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