When sending e-mails from a case in CiviCRM the subject line contains a hashed case id between square brackets.
It looks something like
[case #a234db] Subject of the e-mail which is not really user friendly.
I have traced this behaviour back to the originating issue on https://issues.civicrm.org/jira/browse/CRM-5916 and the last comment is from Coleman in 2010:
Perhaps this has already crossed your minds, but for orgs that are trying to offer friendly and personal services, adding a person's case number (or hash thereof) to message subjects is, well, kind of tactless. I know my org won't want to use this feature for this reason.
Has anyone explored more unobtrusive options such as hashing the reply-to address or other message metadata?
My question is the same as in line with Coleman. Are there any options to solve the inbound e-mail processing and filing e-mails on cases whilst being user friendly in the subject.
Has anyone thought of a technique to do so? If so I might have time and funding to work on this.
My first thought is to use the references header in the incoming e-mail to scan whether this is a reply to an e-mail send from within CiviCRM and then link it to the originating e-mail activity. More info on the reference header is given here: https://stackoverflow.com/a/7591704/3853493
What do you think?