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Our org is currently using a custom Email Service to create cases and we have multiple Email Service aliases.

Currently, when a customer sends an email to multiple Email Service aliases, our service creates multiple cases in our org.

We would like to only create 1 case based on some stack ranking framework. Wondering if anyone has come across this and has any suggestions on how to create a single case in these scenarios.

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So, a solution to this might be of the following:

  • Each inbound email service writes to a Pending_Case__c sobject the details needed to create a Case.
  • A scheduled batch job runs every few minutes querying Pending_Case__c and de-dups (logic decides which email service address to use as the winner). A single Case is created; all component Pending_Case__c are either deleted or marked as "processed"

The query would need to look back at least a few minutes to make sure that any inbound email with multiple inbound email service to/cc: addresses have been processed by the inbound email handler so you don't hit any boundary conditions.

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