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Shannon Andreas 21Shannon Andreas 21 

email to case remove reference id from subject of email

Our company currently has several businesses utilizing one Salesforce org. Most need to have the reference Id placed in the Subject and Body; which is how it is globally setup. We have one business that would like to utilize Email to Case, but cannot because they DO NOT want the reference Id in the subject line; they mainly deal with customers regarding sales questions.

Is there a way, declaratively or programmatically to remove the subject reference id or "hide" it based on a profile or email template?

The option to make the change globally is off the table.

Thanks for your help!

Shannon
SonamSonam (Salesforce Developers) 
Shannon,

You have a setting in the setup under Case > Email-to-Case where you can setup where you wish to have the thread ID:

Send Emails from Cases
Insert Thread ID in the Email Subject <Checkbox>
Insert Thread ID in the Email Body <Checkbox>

If you uncheck the box - Insert Thread ID in the Email Subject <Checkbox>, the thread ID will not be added to the subject of the case.
Shannon Andreas 21Shannon Andreas 21
Thanks for the response, but as I stated: The option to make the change globally is off the table. Thanks, Shannon Shannon Andreas Salesforce Project Manager - Leasing T 610-775-6168 E shannon.andreas@penske.com
Sourabh Yerawar 23Sourabh Yerawar 23
  1. Go To Email To Case Setting
  2. Uncheck the following checkboxes
    • Insert Thread ID in the Email Subject
    • Insert Thread ID in the Email Body