CiviCRM Community Forums (archive)

We have in many instances, where an inbound email that is parsed into Civi where it is not related to an existing case, but needs create a new case - we are using 3.1.6.  I am not certain but is there a method to do this.

Use of CiviCase

In most instances new emails, or even in some cases responses to an email may create a follow-up case in which requires action.  Example:
Client receives email notification of upcoming event, sends email in asking for specific dates or wants to be notified of the next start date for course.  It would be great to have all inbound emails brought into civi, then filed either to an existing case, creating a new case or just record under activities. 

In essence, the ability to use a mailbox (or multiple mailboxes) to receive email, but have civicrm functionality to handle inbound emails and resulting outbound emails.  Basically, it becomes the centralized communication center.  All inbound emails are reviewed by assigned "coordinator", who then categorizes them to a case category for follow-up.  Example:  If related to specific program assigned to that program category as a case.   The inbound email would have an option for "Reply" which works much the same as an email and allows for adding your response to the top of the outbound email with the email content you are responding to in the message body.  Thus, civi can track the communication(s) and become the centralized communication center.
 

Does this meet your needs?
http://wiki.civicrm.org/confluence/display/CRMDOC32/Autofiling+email+activities+via+EmailProcessor
You'd want to set up the combination of tip#1 and tip#2.

You'd still need to create cases manually.