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Daniel LachcikDaniel Lachcik 

Update Case Comments via Email

I'm trying to figure out how to update a case through email, where the comments in the email are captured in the case comments between both parties involved.

For example, when a customer creates a case emailing support@business.com, a notification is sent to the support staff.  The support staff in return want to reply to the email with comments, and have those comments saved to the case as well as sent back to the customer.

Is utilizing the Comment Templates the best way to make this happen?

Sonam_SFDCSonam_SFDC
Not sure if this can be made possible only by the use of Comment template..I think we need to write an email service(https://www.salesforce.com/us/developer/docs/apexcode/Content/apex_classes_email_inbound_what_is.htm) which can create a case comment and send an email to the customer.

when a new case is created> this email service will send a template to the staff - when the staff responds back to the email service - it will create a case comment and update the customer.