Sometime I get emails from a customers in reply to a resolved case. They actually report a new problem but since they use reply, the email is being associated to the old case. Is there a way to create a new case from an existing email or at least to re-parent the email to a new case I will manually create?
Assuming that the email was added to the closed case because it came in on Email-to-Case with a thread ID somewhere in the subject or body resembling:
ref:_ ... :ref, then you could do the following:
- Open the email and copy the contents into a text editor
- Change all
foo:_(or remove all the threadids entirely)
- Create a new email using the edited text and send to your Email-To-Case email address (the one used by your customers) - e.g. firstname.lastname@example.org
SFDC will create a new Case; you can then go to that Case and change the Contact ID and Account reference to the true customer (not the sender at step 3)