Is there a way to populate cases based off CaseID instead of ReferenceID? So if a customer sends in an email without the Reference ID, but it still has the Case ID, it updates the correct case, rather than creating a new one?

1 Answer 1


This can be done with an Email Service. Please refer to Bryan Gilbert's post here as a reference: http://sforcehacks.blogspot.co.il/2012/01/email-to-case-can-create-too-many-cases.html

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