Email Services addresses do not show up when selecting the FROM drop-down when sending an email from a case record.
Therefore, it does not allow us to use the Thread ID or Ref ID, which means our customers' replies are not showing up as inbound emails of the original case record.
Is it possible to use Email Services that reference custom Apex class and still use the Ref ID or Thread ID so that our customers' email replies show up as inbound emails in the original case? Does this require a developer to add code in the Apex class to include the Ref ID or Thread ID? Or, can we create an organization-wide email address to handle this? Does organization-wide email addresses show up in the FROM drop-down menu when sending an email from a case?
Overall, just want to know if we can use Email Services instead of Email-to-Case, but still use the Ref ID/Thread ID so that customers' emails display as inbound emails in the original case.