Track the emails sent to particular email address in activity history of case

Question

I am using web-to-case, where the user submits the application form and it creates a case in my org.(When the case gets created in my org, I have set an workflow rule which sends an auto response mail to user's mail from let's suppose abc@test.com)

Now if the user replies to that auto response, it will go to the inbox of abc@test.com

Now whatever reply user is sending to abc@test.com, it needs to be tracked in activity history of the case generated through web-to-case functionality in the beginning.

Can someone please help me achieve this as I am new to Salesforce.

Thanks in Advance!!

Answer 1

There is no way for Salesforce to know what is sent to or sent from abc@test.com.

Email-to-case creates an email address that SF has access to. When emails are sent to this address SFDC processes them, attempts to find existing cases and creates a new case if needed. You can develop custom handler to process the emails and add extra features.

In your case you could also develop a trigger on the Email Message object (which is were the emails are stored) that can parse the email and update the case as well. This is a slightly simpler solution to a custom handler but will provide far fewer features.