1

When Salesforce support sends me an email I can reply back to it and it appears in the case on their end (I assume--I've never seen there support system from their side).

I'm wondering why the emails I send from a case to a customer aren't similarly configured such that when the customer replies to it the message appears in the case's activity list.

In fact, the only reply-to information is my own email address.

What configuration option am I overlooking?

1

When composing an email inside a case, from "From" field is a pick-list that includes your own email AND the email-to-case address (along with any other configured org-wide addresses).

When the customer replies to the email-to-case address, and the thread id is inside one-or-both the subject and body, the reply will be included in the "Emails" related list--not the activity history.

Thank you for that information, Jim Rae!

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.