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.

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0
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16 views

Email2Case mark initial Mail as read

Aloha, is it possible to mark an E-Mail, that created a case, as read? Preferably without a trigger. So basically, a customer sends an E-Mail, SFDC creates a case with the mail under E-Mails which ...
0
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1answer
31 views

Auto Populate To Field - Reply to Email2Case

I have implemented email-to-case. The new case can be opened in Service Console tab. Now when i am trying to email from the service console, I would like to have To field auto populated with the email ...
0
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0answers
8 views

Omni Channel Queue Limit

Omni-Channel's service channel is set for the Case object in my org. After reaching Omni-channel's Current Pending Service Routings default queue limit 1000, the Case creation fails. So how to ...
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0answers
36 views

Please help : Functionality similar to Email2Case

We have a requirement of creating custom object records on sending mail similar to Email2Case. Email2Case creates Case object on sending email, can we have a custom object record on sending email? ...
3
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0answers
23 views

Email2Case : How to edit the subject of the reply/Forward email

Once we created an Email to case,Salesforce will create a Case, In the Emails related list of the case contains the original message. What I need to know is; Is it possible to change the email ...
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14 views

BCC Support Address not showing up in debug logs in Salesforce

I setup Email to case in my Salesforce Org with two emails. I need to filter to which email the customer replied and handle this in logic accordingly. So i sent an email to one of the two emails ...
0
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16 views

Email Service : Emails not getting to my instance

Email service is working fine using outlook with attachment but fails when using a custom application. Can somebody please let me know how to debug to check further.Is there any email configuration ...
0
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1answer
40 views

Email to case Settings - Comments REPLY-TO Address

I was testing case comments, and noticed that every time a case comment is created, the customer gets an email notification about the comment. When the customer replies to that email (comment ...
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2answers
44 views

Case.Thread_Id, is Thread_Id a field on Case object?

Case.Thread_Id When is Thread_Id value generated? I tried accessing it through SOQL and Apex and SFDC complains and throws error. How do I access Thread_Id in apex?
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1answer
56 views

Email 2 Case trigger

Trying to setup a trigger to fire on the EmailMessage for Email to case to set a few custom required fields we have on case. I've seen other examples of people using what I have below, but I can't ...
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0answers
29 views

Is it possible to add the Case Number to manual emails automatically?

I'm looking for a way to automatically include the Case Number in the subject line of an email when one of our agents starts a new email thread from a Case. I know this can be done manually, however ...
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2answers
62 views

Code coverage issue, covering all methods but getting 64% coverage

Can somebody point what I'm missing or help me with code coverage here, I covered all methods written in class in test class and still getting 64% code coverage which is not letting me deploy changes ...
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27 views

New Case Alert triggered when existing Record edited

Anytime a Case's fields are edited, our Salesforce's instance will send out a 'New Case Alert' even though that Case is pre-existing, and a user only edited the record. We have an Email-to-Case ...
0
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2answers
47 views

issues updating the IsExternallyVisible flag on email message

We have a trigger on before insert of an EmailMessage to check the contacts in the from, to and cc and based on that, determine if the mail message should be visible to externals. The code itself ...
0
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1answer
35 views

Validation rule or lookup filter - Incoming Case (On-Demand-Email-to-Case)

I'm using On-Demand email to case. For automatic case creation from incoming email on several email adresses. I have extended functionality to enable automatic creation of contacts based on other ...
-1
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1answer
54 views

Sending wrong email template when case is closed

I have assigned case close template in support settings and i have created auto response rule given rule entry when case status is closed send a case a closure email template.I am manually selecting ...
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0answers
17 views

Send email to lead from Case

There is a 'Send a Email' button on 'EmailMessage' related list on Case Page layout. Usually when you click on that button and if there is a contact associated to that Case it will automatically ...
0
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1answer
64 views

Case's Ref ID or Thread ID when using Email Services with ORg wide email addresss creating new case on replying

I have enabled email services in salesforce , An was trying to use threadID for the reply. Although what i have found is that the routing address added in the email to case setting are working fine ...
0
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1answer
84 views

Cloning attachment from Email Object to Case Object

I have the following Apex Trigger on the EmailMessage object (cases to email): trigger EmailMessageTrigger on EmailMessage (after insert) { List<CaseComment> CaseComments = new ...
0
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1answer
84 views

Email to Case setup using Microsoft exchange and office 365

Can anyone please guide me or provide some links that helps to setup an email to case. I know how to configure email to case and working perfectly using gmail. I have installed email to case agent ...
1
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2answers
87 views

Change Case Owner to a Queue with trigger Email2Case

I have a trigger that will populate 3 fields on a case when created with email2case. The case owner needs to be a queue. I've tried a couple of different things but it's not populating. The logs ...
0
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1answer
54 views

if we can use Email Services instead of Email-to-Case, but still use the Ref ID/Thread ID

Email Services addresses do not show up when selecting the FROM drop-down when sending an email from a case record. Therefore, it does not allow us to use the Thread ID or Ref ID, which means our ...
0
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0answers
29 views

salesforce: email2case(gmail)

Currently I'm setting up a email2case route in sandbox. from gmail account. I have followed the following tutorial https://help.salesforce.com/apex/HTViewSolution?id=000199470&language=en_US, but ...
0
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0answers
21 views

How to convert in a normal text a bold text from an email body of the EmailTo SFDC Feature?

I am trying to process a text from an email body that can contain text styled with bold or italic style. From the standard feature, Mail To Salesforce, I find this text in the description field of the ...
1
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1answer
44 views

Using APEX Trigger to spoof a EmailMessage SObject?

So I want to essentially fake an EmailMessage SObject when a case is created. The case will have a subject, description, contact email, etc. I want to replicate the behavior of an email-to-case ...
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0answers
31 views

Stopping emails sent due to error/validation firing in Case trigger

Currently we have a validation rule on Case to stop spam emails from creating cases. When this validation fires, it stops the case from being created but an email notification is delivered to the ...
0
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1answer
29 views

Is it possible to have a web-to-case pretend to be an email-to-case?

What I mean by the title is that email-to-case gives an email message in the case, to which you can easily reply to. Web-to-case just seems to fill out a bunch of fields per your choosing, but I was ...
2
votes
1answer
60 views

Email-to-case exceeds the data storage limit

My Org primarily capturing correspondence by Email to case, The Inbox receives large amount of emails, that exceeds our data limits. Need to find a solution. We need to retain some data for compliance ...
2
votes
1answer
106 views

Trouble in using Business hours methods to compare business hours with specific number of hours in apex trigger

I'm trying to compare number of business hours with number of hours (bh<48) I have gone through few methods and tried the below method to get number of hours(difference between startdate and ...
0
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1answer
68 views

Email to Case Attachment Reassign

trigger emailAttachmentVisibleOnParent on Attachment (before insert) { for( Attachment a : trigger.new ) { // Check the parent ID - if it's 02s, this is for an email message ...
1
vote
1answer
24 views

case should be opened under that contact

I am a bit new in salesforce so I am sorry If the question is silly. I want to make a rule that if I have a new case opened by an address that already belongs to a contact in the system , the case ...
0
votes
1answer
59 views

Email Token for email-to-case

I am trying to add a trigger to route emails. The criteria are, if a case is opened from email-to-case and remains open while there are email messages being sent between representatives and customers ...
0
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1answer
43 views

Email2Case mail replies for potential clients without an account

Using Email2Case with users with accounts is straightforward and simple, if you need to send an email reply, the "To" is the contact related to the case account. We use a default "Anonymous" account ...
0
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1answer
36 views

Cant see attachments attached to emails

We have email-to-case set up and some emails contain attachments. Salesforce labels what emails have attachments, but they do not give us the option to view the attachments. How can we view these ...
0
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1answer
65 views

Trigger on Attachment not firing when doing Email to Case

Basically i have an requirement which has to convert attachments in to feed attachments which is working fine when i write trigger on attachment object. But it is giving me Email to case related ...
1
vote
1answer
25 views

Remove an available option from the “From” for Case Emails?

Our Support Manager is set as the default user for our Support Cases. When he goes to send an email it defaults to 'Managers Name' Is there any way to remove this option all-together? Both ...
0
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0answers
41 views

Getting the email message in the form it was written(in english,not binary or any other encoding tech) in apex

I am writing a trigger on attachment where I need to check whether the value of a field of the parent custom object is contained in the email subject line of the email added as an attachment ...
1
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1answer
38 views

notification for email to case using salesforce for outlook

When we're adding case to salesforce using outlook tool and it's creating case perfectly to the queue but it is not giving/prompting any email notification when case is being added using same ...
-1
votes
1answer
142 views

Set default “From” address for all outgoing emails from Salesforce

The requirement is as follows : Set default "From" address for all outgoing emails. Could someone explain me how this can be done?
0
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2answers
123 views

prevent email-2-case from creating new cases

Is there any way to prevent email2Case from creating new cases? While i need the functionality of all emails being tracked on an already existing case, but i dont want the functionality of new cases ...
0
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0answers
40 views

“From” field automation while using email-to-case

I have a routing address set up to be used for email-to-case (lets call it testrouting@gmail.com). Everything (email forwarding) is set up nicely and it works. When I go to any Case and click on ...
0
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1answer
53 views

Reply on Email2Case - populate TO field

I am currently setting up email handling using Email2Case, when I click on "reply" in my email related list on Case I would want the field "TO" populated with the email address of the original sender ...
0
votes
2answers
81 views

Remove duplicate from Email-to-Case

I have a scenario where clients sometimes copy in two different email-to-case addresses, which results in 2 cases being created when I only want one, its not an issue which address its created ...
1
vote
1answer
64 views

Fetching Email Signature in apex

I need to fetch Email signature in apex which is stored in My Settings-->Email-->My Email Settings. Any approach to fetch it either in vf or apex.
2
votes
2answers
70 views

See received emails in Activity History

Is there a way i can see all sent and received emails (related to a Case) in its "Activity History" Email-to-Case shows everything in Email related list. "Activity History" only shows the sent ...
1
vote
1answer
45 views

How can I send a specific support ticket auto response based off of recipient email address?

I have Salesforce configured for email-to-case. We have multiple email addresses customers can send to: support@foo.com support2@foo.com support3@foo.com. I'd like to send back a unique initial case ...
0
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0answers
20 views

Manipulating Emails body in Email To Case

In email to case functionality when i click on reply to all button, email body gets filled with content of all emails that were sent and received. But i want that suppose there are 3 emails so on ...
0
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0answers
48 views

EmailMessage: How to tell if the email is an auto response?

I want to check if an outbound email message relating to a Case has been generated by an auto response. It seems outbound auto responses have the following in the header: Auto-Submitted: ...
2
votes
1answer
263 views

Email-to-Case: Create Activity from Email - how to populate Comments with Email Body?

My question is in regards to Salesforce's Email-to-Case feature. When I enable the "Create Task from Email" feature from the Routing Email Address Details, the task is created, yet the body of the ...
1
vote
1answer
21 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"?