I am trying to display Cases on my console application support page. Also, when a user replies on a Case from my application I want to display it on sales force UI( as CaseFeed or CaseComment or anything), so that support team can have a look and can give response , which in turn will be displayed on my application support page. How do I manage this communication between sales force UI and my console app for a Case?
I tried CaseFeed ,CaseComments and email to case but they didn't work out for me.
CaseFeed : I can select CaseFeeds with FeedComments for a case but as per API creating or upserting CaseFeed is not possible. So I can't create a new CaseFeed when a user replies to a Case from my application.
CaseComment : CaseComments are not suposed to have comments under it so I can not manage communication between support team and user.
Email to case : creates a new EmailMessage which can't have comments under it. so its not useful to manage communication.
Am I doing something totally wrong? What's the generalized way of integrating salesforce with your application support page?