I want to implement the following in Email-To-Case:
Email to case should ONLY be for the following scenario: When case support contacts the customer via email feed and customer responds back then email should be logged in salesforce. Email to case should NOT create new case, in order to avoid spam case creation.
To achieve this I have done the following:
- I have written a validation rule to stop creating new case from Email-To-Case.
But the issue is that the default case owner is getting email that case couldn't be created. Why is salesforce sending mail to default case owner when the case is not even created ? How can I stop this behaviour ?