function readOnly(count){ }
Sign Up ›
Starting November 20, the site will be set to read-only. On December 4, 2023,
forum discussions will move to the Trailblazer Community.
Learn More

Browse by Topic
ShowAll Questionssorted byDate Posted
+ Start a Discussion
Ranjeet Kumar 16Ranjeet Kumar 16 

Not able to track the emails send from users for a particular cases in Activity history

I created a case from email to case functionality.
Now I send an email to the User who created the case. Activity Related list is tracking the email , But when user reply back on the email, that email is not stored in the activity related list.

Someone please help me how to implement this functionality
BALAJI CHBALAJI CH
Hi Ranjeet Kumar,

Please check your setting whether you have enabled "Insert Thread ID in the Email Subject/Body" in Email-to-Case settings.
Please find below the link for more detailed explanation.
https://help.salesforce.com/apex/HTViewHelpDoc?id=customizesupport_email_to_case_settings.htm&language=en
http://help.salesforce.com/HTViewSolution?id=000176597

Please let Me know if that was helpful for you.

Best Regards,
BALAJI
Ranjeet Kumar 16Ranjeet Kumar 16
Hi balaji, I tried these options but still not working.

For the First time When i send an email to raise a case request, a case is created in salesforce.
From salesforce When I click on the reply all button and send email to the user whoc created the case that email is also stored in salesforce.
But when the user try to reply on the email send to him after the case raised, that email are not displayed in salesforce. Please help me on this
BALAJI CHBALAJI CH
When you click on the reply all button and send email to the user who created the case, what is the From address from which you are sending ?
Can you please send a screenshot what you see after clicking on Reply to all, like below example.

User-added image

Best Regards,
BALAJI