Email-to-Case helps your company efficiently resolve and correspond with customer inquiries via email. It automatically creates a case in Salesforce when an email is sent to your company’s customer support email address(es) and auto-populates case fields from the content of the message.

learn more… | top users | synonyms

1
vote
0answers
9 views

When we create Email To Case .. Can we fire Trigger on Email Message Object?

trigger MiC_Trg_DetectLanguage on EmailMessage (after insert) { For( EmailMessage message : Trigger.new) { String caseId = message.ParentId; MethodClass_Future.getLanguage( ...
0
votes
0answers
7 views

Routing Emails to multiple queues based on context?

I'm trying to figure out a way to parse emails that come in via email-to-case and assign them to the correct queues. Where this gets interesting is that although we can match the contact and account ...
2
votes
1answer
9 views

Update from address in auto-email reply for cases submitted through portal

When a customer creates a new case in our customer portal, our standard web-to-case email template is used to send an auto-reply with general information about the new case. We use the same email ...
1
vote
2answers
95 views

Check if an input is numeric or not

In our email to case functionality, we plan to introduce a feature via which the users will be able to input the Legacy Account Id which is numeric along with the Salesforce Account Id which is ...
0
votes
1answer
27 views

email to case interchanging case emails between salesforce orgs

If I raise a case, e.g., no 12345, for a customer and then send an email from the case to the customer, the case (email-to-case) ref. is included in the subject of the email. The recipient is also a ...
0
votes
0answers
29 views

Email2Case and Preventing an Email Domain from creating new Cases

I'm trying to determine if there is a way to prevent cases from being created from Email2Case if the origination email address comes from a certain domain. So for example, if I'm talking about the ...
3
votes
1answer
60 views

How to update parent Case when updating EmailMessage

Long time reader first question :) I have a before insert trigger on EmailMessage, but I also need to update the Parent Case - which works fine. I believe I have to use before insert as I am updating ...
1
vote
1answer
100 views

Getting the case email reference code

When I send an email to a recipient from a case within Salesforce, the recipient's email subject contains a unique code generated by Salesforce. This code is used by Salesforce then for routing the ...
0
votes
0answers
14 views

mail2case and embedded e-mails (msg)

embedded e-mails (msg format) are causing problems for mail2 case scenario: for incoming e-mails (new cases), embedded e-mails can only be opened via workaround for outgoing e-mails (existing cases), ...
0
votes
1answer
119 views

Why does auto response rules create an email on that particular case?

I have email-to-case & Auto Response rules setup in my org. I would like to know why the auto response rules always create an outgoing (sent) email record in my case? How can I disable that? ...
1
vote
0answers
93 views

Email To Case - Duplicate Cases

Have an interesting problem with Email To Case setup, scenario is User A sends an email to a support mailer and copys User B on it. Auto response would go to User A. If User B picks up the first email ...
0
votes
1answer
109 views

Why won't HTML formatted mails show correct in Salesforce on a case (Email-to-Case functionality)

I have enabled Email-to-Case functionality and in Email-to-Case settings checked: Enable Email-to-Case Enable HTML Email Enable on-demand service And routing adress is also set up. Salesforce creates ...
2
votes
0answers
65 views

Custom InboundEmail handler - check if message is an automatic reply

I've implemented a custom inbound email handler for some departments using email-to-case, and we would need to avoid autoreply messages or automatic generated messages to create cases or trigger other ...
0
votes
0answers
17 views

Email to Case and its Security

We need to configure and setup security, and for us the most critical piece is the security. We need to allow the users to manage case queues, but no other part of setup. It needs to link seamlessly ...
1
vote
1answer
85 views

Test class for mimicing email to case functionality

I'm wondering if anyone can help. I have an after insert trigger on a case that needs to check for the case's from email address and based on certain conditions perform different actions. We have ...
0
votes
2answers
50 views

How to change the message date of an email in Salesforce

I have just attached a bunch (non-scientific term!) of emails to a case by using the case ref in the email subject header. However, they are all saved with the same date even though i received them in ...
1
vote
2answers
52 views

re parenting an email to another case

Sometime I get emails from a customers in reply to a resolved case. They actually report a new problem but since they use reply, the email is being associated to the old case. Is there a way to ...
1
vote
2answers
62 views

Increase Salesforce Workflow Email Limit?

Based on the Salesforce documentation, the Email Limit for Workflow is 1000 per user licence per day or 2,000,000 whichever is lower. We are currently exceeding that limit. What I would like to know ...
0
votes
0answers
57 views

Querying Email-To-Case Routing Address

Is there a way to query the Routing Addresses for Email-to-Case? I've found the EmailServicesAddress object but that only seems to give me the address generated by SF. I'd like a way to actually ...
0
votes
0answers
29 views

Disable Customer Notification For New Cases

We are trying to use Cases in a slightly different way. I'm looking for a way to prevent the notification that is sent to the customer when a case is first created. Does anyone know how this can be ...
0
votes
1answer
199 views

Email-To-Case, Set Field Values When Email Arrives

Cannot find any example of guide to this either here on in SF's "help"... When using Email-To-Case, is it possible to add (workflow I would assume) a value to other field(s) on the Case when it's or ...
3
votes
2answers
51 views

Adding a Product automatically to a Support Case submitted via Email2Case

We have many products that we support. Each of these products have a queue within SFDC that have cases submitted to it via EMail2Case. At the moment cases come through via email with significant ...
1
vote
0answers
39 views

How to “lock” From email address to 1 address depending on case record type

Could you please advise if there is a way to "lock" From on Send an Email page related to a case record. I have multiple email2case instances setup in SF. When case is created from an incoming email, ...
0
votes
0answers
41 views

Email status displays “Read” instead of “new” for all received emails in case object

Whenever a case is opened,Email status displays "Read" instead of "new" for all received emails in case object. New emails are also displayed as read.
4
votes
1answer
88 views

Triggering code on sObject Child Relationship actions

I have a scenario in which I would like to fire off some Apex functionality when an Attachment is inserted from an EmailMessage object (that is received via Email-to-case). The trouble is, it does ...
1
vote
2answers
82 views

Is there a way of adding emails to a case from within MS Outlook

Is there a way to add an email to an existing case easily from within Outlook? I am using MS Outlook 2010
0
votes
0answers
63 views

Email2Case attaching to the wrong account

I am having an issue with a user that is using email2case and the case created is being assigned to a particular account to which the email address is not associated (there is no contact with that ...
2
votes
1answer
144 views

is there a way to stop creating cases for bounced or OOO emails?

I have implemented email to case. Is there any possibility of stop creating case for bounced or out office emails as we are using same email address(routing address) as from address for workflow & ...
2
votes
0answers
44 views

What API to use to retrieve EmailToCase settings in Apex Class?

Metadata API has mention of Settings, CaseSettings & EmailTocaseSettings but is that the way to go? Can it be used in Apex code to get/set 'default case owner', 'defaultCaseUser' etc? May be it's ...
1
vote
1answer
70 views

Case feed unable to auto include CC list & email template unalble to load body text

Hi i have case feed & email to case enabled in my salesforce org. i have a situation where my customer send in email to my routing email and CC some other ppl. In case feed, when i select answer ...
0
votes
2answers
148 views

Remove available “from” addresses on “send an email” page

When clicking on the "Send an Email" button on the emails related list on cases, you get the page of the same name. On this page, there is a field to select the From address. How can you remove some ...
8
votes
1answer
344 views

Salesforce new IP addresses issue

So about a month or so ago, Salesforce released a new list of IP addresses that needed to be whitelisted. See the knowledge article below for a full list of the IP addresses ...
2
votes
1answer
118 views

Case creator when creating a Case from outlook side panel

I'm using the outlook side panel and I've added two outlook email routing addresses for two users that want to open cases from the panel. While, when they create a case they are being assigned the ...
1
vote
0answers
26 views

No handleMessage method, in new sforce-partner-api versions' PartnerConnection class( For Email2Case Agent)

I was using PartnerConnection class' handleEmailMessage method(old sforce-partner-api version) for EmailToCase Agent. Now I am using sforce-partner-api-29.0.0 jar but there is no PartnerConnection' ...
1
vote
0answers
45 views

looking for overview and best practice for email to case

I am looking to understand the "email to case" functionality offered by Salesforce.com, including an overview of what is the best process to use when implementating it and using it on a day-to-day ...
2
votes
1answer
164 views

Service Cloud Console: Data Not Available Error while replying to case via email

In Sandbox:- Create a case via 'Email To Case'. However, when user tries to answer via email(using service cloud console), following error is coming. Strange enough, case can be answered via ...
2
votes
1answer
88 views

Syncing email replies back to a case in Salesforce

I'm wondering if it is possible to sync email replies to cases back to Salesforce natively? I know that when I send an email from a case, it places a unique ID in the footer and if I send it to the ...
1
vote
2answers
132 views

Is there a way to find out case created from which email-to-case?

I have a email-to-case which shared the Record type from other group. I need to itendify the cases which is specifically created for our team and populate the some field values. for alternative ...
1
vote
0answers
40 views

Pulling CC data to assign records using Email-to-case

I've been using Email-to-case with success, but I'd love to know if there's any way to pull the name or email of someone who's CC'd on a case into Salesforce. Right now my assignment rule looks at ...
11
votes
3answers
2k views

Trigger on Case EmailMessage

I have a customer that wants to have a field on the case updated when a user sends an email from a case. For simplicity sake, let's just say we need to put some string into a custom field each time ...
1
vote
0answers
49 views

when customer is editing case, this returns to queue

when editing cases the case returns to mail to case queue. The case owner looses the case to the queue when editing. This problem only happens with email-to-case cases. By assignment rules with 4 ...
0
votes
0answers
428 views

Need help with Apex Trigger on Email Object for Case Milestone Completion Date?

“Hi, we are implementing Entitlements and Milestones for our consumer group and as part of this implementation, we are using the completefirstresponseemail trigger to mark the First Milestone as ...
4
votes
3answers
716 views

Sending case emails from queue email address by default

Salesforce sets the from address as each users own address by default. This means that responses from the clients go to the users own mailbox, not salesforce. Instead, we would like the from address ...
2
votes
0answers
67 views

Email 2 case comment - how to remove the original email

I'm creating a case comment from an inbound email. The created comment already contains the original email (see below). test reply 2 On Wed, Jun 19, 2013 at 10:12 AM, Support wrote: Dear itay, ...
0
votes
1answer
411 views

Copy Case email attachement to case attachments

I'm using the standard Email2Case functionality, I'm also using an apex class that copies the email content into a case comment. What I'd like to add here is copying the email attachment into a case ...
1
vote
1answer
929 views

What does the Email-to-Case agent do when the email is on 2 different contacts?

As far as I can see, it does not try to associate the email to either contact, since it has no way of knowing which is the right contact. I can't find anything about this behaviour in the help docs ...
0
votes
1answer
2k views

Case Emails - Thread ID - Replies coming back to the case

I've been researching online to verify this, and then tested this morning, and I'm confused as to why it works this way. Could someone please verify if I'm just missing some extra step? An email ...
3
votes
1answer
163 views

Email to Case question

I am hoping that someone can help me with this. I had this request today and I just have no idea if it is possible. Thanks in advance. (We use e2c premium) If someone emails support@ourwork.com and ...
2
votes
2answers
127 views

EmailMessage trigger - does it ever happen in bulk?

I need to write some trigger logic under EmailMessage. Out of habit and good coding practice, I did it is "bulkified". However, an interesting thought came to me. Do I really need to make it run in ...
4
votes
3answers
1k views

Is it possible to attach a case notification email reply to the case as a case comment?

Is it possible to have users' email replies to case notifications attached to that case as a case comment? I've looked pretty much everywhere, and even asked Salesforce support but no luck, they just ...