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
1answer
4 views

Email to Case: mail tracked?

Suppose that I have a Case x with a mail submitter field. Does Salesforce track the mails sent between the Service Cloud user and the "submitter"?
1
vote
1answer
17 views

Email-to-Case: where can I find the ThreadID?

Suppose that I have received a Case from a mail sent from example@example.com. Suppose that I have enabled the ThreadID on Setup--> Customize--> Case--> Email-to-Case. Then, when I am on the Case ...
0
votes
1answer
12 views

How can I configure the SF to notify the customer when attachment is too large and the email failed?

I wanna know about NDR (non-delivery report) in SF. Firstly, what's the maximum size per file in attachment? When these are too large, how can i notify the customer automatically? This feature ...
2
votes
1answer
31 views

Email-to-case: Case not visible in the Account

I have set up Case-to-email and am testing it in my sandbox. The Case gets created as expected and the Contact is properly populated and the Account to which the Contact belongs is reflected in the ...
1
vote
0answers
18 views

Automatically load From adress on mail, when “Answer customer” button is pressed

I have multiple mail-adresses which leads to the same queue in Service Cloud. When I answer the customer, by pressing the Feed View button "Answer Customer" I can load a specific template through apex ...
1
vote
0answers
25 views

Test Class: How to Create an Outbound EmailMessage?

Is it possible to completely replicate in a unit test creating an outbound emailmessage record against a Case? By that I mean including the Task creation. I've tried the below in a test class (and ...
2
votes
1answer
17 views

Handling replies after a email to case is closed

This can't be an uncommon problem for any help desk implementing Service Cloud... but the best practice/solution eludes us. Once mail to case is setup, there is nothing out of the box preventing a ...
1
vote
0answers
19 views

how to move an inbound email message from one case to another

We received an email from a customer that was attached to the wrong case (there was an incorrect case ref in the body of the email). Is there a way of moving the email record to the correct case?
0
votes
0answers
21 views

ERROR javax.mail.StoreClosedException: failed

We recently moved our Exchange Server to a new server and copied over the Email Agent. At first we were having issues with the account not being able to log in through IMAP but then opened it to Basic ...
0
votes
1answer
31 views

Block EmailMessage in before trigger

I am writing a before insert trigger on EmailMessage object to block emails if the fromAddress is in a list of email addresses I have put together. I'm not quite sure on what to set so that the email ...
1
vote
0answers
50 views

How to query for email addresses listed under Email-To-Case routing addresses?

Use Case I am replacing the standard Email publisher action on case with a custom VF page using the apex:emailPubilsher tag. For certain cases, we need to be able to include an extra "From" address as ...
0
votes
2answers
69 views

Trigger on case EmailMessage not working

I tried to check/uncheck check-box on case object if email status of that case is new. here's my code which is not having errors but not working Trigger trigger ReadReceipts on EmailMessage (after ...
1
vote
1answer
29 views

How to Retrieve current case id when the trigger is fired?

The problem is when status is closed in case.New case should be created.But the problem is it gets more cases whose status is closed with the parent id.I need the case which is closed for ...
0
votes
1answer
14 views

I cannot see case emails at account level

If a customer send to our email2case address, e.g., support@X.com then a case is created and the email is logged on the case, however the email does not show up at the account level, is this a design ...
0
votes
0answers
15 views

Ensure security for Inbound Emails Salesforce

How can we ensure protection for Inbound Emails. How can we ensure protection against Viruses in inbound email messages(Setup using Email Services). Can we setup some scanning for attachments in ...
0
votes
0answers
18 views

how to seperated the email id's on cases

I want to create a list of case email id's separated in to two groups: one that contains cases that were created by emails from Internal organisation ids and the other from Customers ids. How might I ...
0
votes
0answers
26 views

How Can Users Manually Forward an Email to Salesforce and retain customer data?

We have an email to a custom object in salesforce. Unfortunately the emails that we need to send to salesforce come into a variety of different email addresses. When these are forwarded salesforce ...
0
votes
0answers
41 views

Case Management

Email to Case is Setup as Queue email address e.g. ABC@HOME.com New Case Notification is created to and forth in Case Email Section, when Case Owner is Queue (ABC@HOME.com). Queue Case Owner ...
0
votes
1answer
62 views

Email2Case not working after adding new trigger

I have 2 triggers on case and everything is running fine when using email2case. I created another trigger to populate a custom field in case. When the new trigger is activated the email 2 case ...
0
votes
1answer
36 views

Custom 'p26=' functions

I have created a custom buttom to send an email from a case. The problem that I've found is that I can get cases sent to 2 different email addresses. So when the button is clicked I want it to ...
1
vote
1answer
60 views

Inbound Email Service

I am working on a email to case feature of case . When a customer sends a mail case is created inside our org and now from that case a send a mail(using Send Email Button in related list of case) a ...
0
votes
1answer
70 views

Issue with Email to Case Contact Trigger

I am using email to case and it works really well. I created a trigger to create a contact if it already doesn't exist. My issue is when the trigger obtains the email address, it saves information ...
0
votes
1answer
44 views

Case Management Contact Name

I would like to use Users Contact variables(Custom Object) to extract information when Email to Case triggers instead using Contact Name (Standard Field). Apart implementing Case type Formula, is ...
0
votes
2answers
203 views

Cannot get Workflow/Trigger to identify Read Email on Case object

I'm facing a problem when I try to implement a functionality that lets users see if there is a unread Email on a Case, indicated by an icon in a formula field. I have a workflow rule that adds the ...
0
votes
0answers
33 views

Salesforce email to case passing parameter values

Im using email to case to create a case. Im using mailto link to open the default mail application. My requirement is, is it possible to send any parameter value in mailto link so that i can change ...
0
votes
0answers
66 views

can setTemplateId be used along with SetHtmlBody for the following code?

public EmailMessageWrapper(String fromAddr, Id toAddrId, String sub, Map<String, String> mapSubjectParams, Map<String, String> mapBodyParams) { this(fromAddr, null, toAddrId, null, ...
1
vote
1answer
55 views

Why don't email sent from case include a reply-to back to the case?

When Salesforce support sends me an email I can reply back to it and it appears in the case on their end (I assume--I've never seen there support system from their side). I'm wondering why the emails ...
0
votes
1answer
178 views

Email Services vs On Demand Email to Case

I am extremely new to this functionality (able to create records in Salesforce via emails). Would appreciate if someone can correct my understanding between these two. Email Services : These ...
0
votes
0answers
81 views

Outlook Cases, Case Queue and Assignment rules problem

Trying to simplify SFO side panel config due to complex Assignment rules. SFO Cases do not use E2C Assignment Rules. Instead, SFO side panel has User/Case picklists to choose from when creating a ...
1
vote
1answer
92 views

Difference between Email Address and Email Services Address - Email2Case

I have configured Email2Case in my dev org as shown below. I would like to understand the difference between "Ëmail Address" and "Ëmail Services Address" and can I send an email to the service address ...
1
vote
3answers
136 views

How can I configure salesforce to notify a customer case contact when an internal support rep sends in a email updating the ticket?

I'm using SalesForce for case management. When I respond to customers through salesforce.com from my Desktop, I can send emails / case comments and they are sent from our support address ...
3
votes
2answers
824 views

How do I test email to case in the Sandbox

I activated the Email to Case On Demand and created a test email which I verified. all in the Sandbox. When I send an email to the test email address, it creates a case in our Production environment. ...
0
votes
2answers
35 views

Inbound EmailMessage with null FromName

This article describes about retrieving information like "from email address" and "from name" (first name and last name). Is there a possibility that FromName field can be null? I am getting null ...
1
vote
1answer
18 views

Trying to delete Account Name on Case, keeps pulling in Contact's Account

I'm trying to delete the Account Name from a number of cases as it is incorrect. However, the Contact Name field is filled in (and we want to keep that contact) which automatically pulls in the ...
0
votes
1answer
48 views

Email2Case not populating Origin/RT *Already tried all permissions*

So I've seen a ton of answers for this, but none of them seem to fit my scenario. We have Email2Case setup, with about 75 email to case addresses. Almost all of them work flawlessly, assigning the ...
1
vote
0answers
115 views

Allowed file formats in email to case attachments

Is there any specific allowed file formats on email to case...Can users have any kind of attachments while sending email to case. for example: .exe files,.mov,.avi.. Does Salesforce restrict certain ...
3
votes
3answers
253 views

Salesforce Web to Case spams

I would like to filter spam emails during web to case & email to case. Please let me know if you have any recommendations or suggestions to handle it.
0
votes
0answers
99 views

How does the “Internal Comment” field behaves in Email to Case Premium app

Can any one help me out .I shall appreciate your help. How does the "internal comment" field works in Email to case premium app? a)When we create a case manually the internal comment field gets ...
0
votes
1answer
238 views

Trigger on EmailResponse is not getting Fired on email-to-case

I have a email to case. Once an email is received from a service address , a case gets created and the issue is that trigger is not getting fired. I cross checked with a workflow rule, the workflow ...
0
votes
1answer
226 views

Email to case Scenario

If the incoming email subject contains an existing case number, the email should get attached to that case and case owner is notified. can any one suggest me on how to implement this.
0
votes
1answer
340 views

On-Demand Email-to-Case not running Assignment Rules on Emails with ref:foo:ref while Email Agent E2C do

We have some Email-to-Case routing emails that use the On-Demand method and some that use the Email Agent method. It seems that the email from the Email Agent have their assignment rules run each time ...
0
votes
3answers
479 views

To Change Font color for standard Case fields depending on picklist value

I want to change the color of the Standard field of a Case object say CaseNumber. It is a mandatory field for the object. The criteria for this is that whenever a Case Status value is changed, that is ...
0
votes
1answer
589 views

Email To Case-To Populate account and contact fields in case object based on existing Email Id In Contacts

How do I auto populate the Contact and Account fields in the Case object based on an existing contact when given an Email-ID. I'm encountering situations where the contact is populating properly but ...
0
votes
0answers
42 views

How to achevie this Scenario by writing a code on case object

Can any one help me out with this requirement .Its very Urgent.I shall Appreciate your help. The User A is sending an Email to E2CP address by keeping User B and C in cc list .The mail is recevied ...
0
votes
0answers
58 views

Do we have any alternative other than Email loop protection:

Can any one help me out with this reqirement .I shall appreciate you help. My Client use the Email to Case Premium app. The Functionality of Email Loop Protection is : When someone replies from ...
1
vote
1answer
168 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
118 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
85 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
601 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
299 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 ...