We use service cloud to manage our support. The auto response email when any case is created goes out from support_autoresponse@xyz.com as the from email address but the actual email address is support@xyz.com. Now when a user who receives an auto reply replies on this thread it does not get attached to the case. When trying to make the from email address same as email to case routing address it throws an error that these two cannot be same? Can someone suggest a fix to this?
The reply to address is set as support@xyz.com.
Best Answer
You need to insert
Thread Id
in Case Subject and Body in the email template of that auto response rule.Refer this documentation