email-to-case -- how to know which email it was delivered to?

Question

In the event of multiple brands on the same salesforce implementation, there are multiple support email addresses, which implement email-to-case, however in order to properly route the case to the right agent, you need to know the delivery address that the case was originally emailed to. How do you achieve this?

For example, support@sitea.com, support@siteb.com, support@sitec.com -- a user sends an email to support@sitea.com -- our routing for cases needs to be able to extract that this was sent to support@sitea.com so it can be routed to site a agents.

Answer 1

The only way you can do this with the existing email-to-case is by grabbing the related social post/email from SourceId when checking the emails in to/cc against your list. Otherwise, your only choice is to write your own Email Service example below:

global class myHandler implements Messaging.InboundEmailHandler {
      global Messaging.InboundEmailResult handleInboundEmail(Messaging.InboundEmail email, Messaging.InboundEnvelope envelope) {
          Messaging.InboundEmailResult result = new Messaging.InboundEmailresult();
          return result;
      }
  }