Two weeks back I solved the similar issue for one of our clients:
1. Created Custom Field on Case object named Case Reference (Data type - Formula) 2. Assigned the formula as: "[ ref:"&LEFT( $Organization.Id , 4 )&RIGHT( $Organization.Id , 4 )&"."&LEFT( Id , 4 )&RIGHT( Id , 5 )&":ref ]". This formula works as the Case thread 3. Used this Case Reference on my Subject and Body of the related E-mail template
I've found out that replies get associated with the outbound activity emails rather than becoming new activity entries. You open the activity email and look for a link at the top “Click here to view the associated Email Message.”
You can then see the response from the user.
There is a third party Salesforce add-on called “Email to Case Premium” that will create “Case comments” for inbound replies from customers. I'll look at that option. Thanks
Two weeks back I solved the similar issue for one of our clients:
1. Created Custom Field on Case object named Case Reference (Data type - Formula)
2. Assigned the formula as: "[ ref:"&LEFT( $Organization.Id , 4 )&RIGHT( $Organization.Id , 4 )&"."&LEFT( Id , 4 )&RIGHT( Id , 5 )&":ref ]". This formula works as the Case thread
3. Used this Case Reference on my Subject and Body of the related E-mail template
hope it helps
thank you werewolf,
as i didn't see the {!Case.Thread_Id} merge filed on the e-mail template, i went through the long path.
thank you very much again.
You can then see the response from the user.