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Scenario: Whenever the case is created one workflow will fire and it will sent an email alert to the contact email of case. This is sending email to contact email as per designed but it is not logging in Email related list of case.

Any reason why it is not logging in email related list.

Email template contains "case thread Id" of case in subject and body as well, but it is still not logging in the case email related list.

Is this the functionality salesforce missed or we can get the log in email related list?

Any thoughts?.

Thanks.

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2 Answers 2

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This is currently missing functionality from salesforce. there is currently an idea on the success.salesforce.com site for this - Salesforce Success

The work around that we use here is to make sure you CC in your email to case email to get a copy into salesforce.

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  • The link which you posted is not a valid link. It will be helpful if you post correct link
    – crmdev
    Apr 29, 2016 at 11:04
  • Link is now correct.
    – Benjy Hunt
    Apr 29, 2016 at 11:08
  • How we can add cc in email alert?
    – crmdev
    Apr 29, 2016 at 11:23
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    In the edit screen for an email alert there is a box titled "Additional Email" you can enter the email to case email in this box.
    – Benjy Hunt
    Apr 29, 2016 at 11:24
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    This is great idea. This works fine. Any disadvantage if we use like this?
    – crmdev
    Apr 29, 2016 at 11:32
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I use this work around. As long as the thread id is in the email it will not create a new case and responses will link back to the original case. The only downside I have experienced is that you can not get accurate report on Emails sent per Agent. By cc'ing the email-to-case email you get the email attached to the case but it is recorded as an incoming email, so you have no record of who actually sent it.

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  • link not provided update please
    – Ajith Kumar
    Apr 12, 2019 at 6:08

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