I'm currently setting up a Case Management System (Email to Case) on Salesforce and stuck on one element to close of the project.
The issue is -
When a SFDC Admin responds to a already existing User Case, via Case comments, the Business User get an email in their Outlook. The issue is, when the user then responds back to the Case comment a new Case automatically opens instead of the Users case comments being added to the already open Case.
I need someone to implement a simply workflow / Trigger so that, when a user responds back to a case comment via there email, the systems automatically detects its connected to a existing case and then attaches that comment to the case.
If you you can help with the issue then please respond back asap.