The Scenario(GSuit) is there are parent Inbox which is get forwarded to multiple Inbox
e.g
Consider wholesale@xyz.com and there is customersupport@xyz.com
so the Email which is getting at wholesale is getting forwarded to 3-4 persons and same for customer support(already forwarding present at Gmail)
If we consider setting Email-To-Case for personal Inboxes then, of course, the thing came to my mind is a duplication of cases as the emails are forwarded to multiple persons.(Or salesforce handle this internally? or I must write workflow which checks for the duplicate case?).
If we consider setting Email-To-Case for parent
The problem here is if He/She replies from Salesforce the From email address will be their personal address and if the customer gives a reply to that it will come to his/her personal Inbox(no Email-To-Case if I'm not wrong as we have setup parent Inbox as Email-To-Case).
So what will be the best solution to this?
Make workflow or trigger which will check duplication?
Or we just stop forwarding at Gmail and allow only one inbox ?
Best Answer
If I understand your question correctly, you need to create cases for the group email.
So in the email-to-case setup specify group email.
Secondly, in every email template either in Subject or in Body add
{!Case.Thread_Id}based on which all responses will be tagged under same case.Thirdly, if user wants to reply customer's email, then he/she can choose FROM email either his email id or group email id. All the email-to-case related email ids are available in the FROM email drop down.