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Pairin MasonPairin Mason 

Creating a new case when send email from case record

Hi,

Our support team sometimes need to pass their cases to customer service team. The way that the support team does is by sending an email from the case record to CS email address. 

The issue is any email that is sent from case record will have case's threadID attached to it causing the sent email to loop back and be added to that original case record. The CS team will not know that the case has been passed to them. 

The ideal expected solution would be to create a new case when the email is sent out to CS from the case record. 

Any suggestion on how to make this possible would be greatly appreciated.

SonamSonam (Salesforce Developers) 
What you can try is create a custom button which is similar to send email and agents can use that to send email to CS - https://www.salesforce.com/us/developer/docs/pages/Content/pages_email_intro.htm