I've tried multiple things, but I can't seem to add Case Comments to my cases through Email-to-case. At the moment I have done the following:
- Enabled email-to-case and added a routing address in order to get an Email Services Address
- Created the Thread_Id__c custom field in the Case standard object with the formula provided by Salesforce here.
Now, what I do to try to add case comments is:
- Create a case with a Contact which has my email and other required information.
- Send an email to the Email Services Address with the case's thread Id both in subject and body.
The result is that a new case is created instead of a comment being added to the existing case whose Thread Id I have copied in the email.
Do any of you know what I'm missing?