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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-1
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36 views

how to calculate initial response time for a case? [on hold]

how to calculate initial response time for a case?Time taken to user to respond a customer When a Case is Created ? Please Help me in this Thanks in advance ..
0
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1answer
20 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
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0answers
30 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
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2answers
47 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
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1answer
22 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
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1answer
11 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
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0answers
11 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
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0answers
15 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
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0answers
21 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
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30 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
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40 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
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0answers
26 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
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1answer
53 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
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1answer
56 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
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1answer
39 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
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2answers
134 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
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0answers
32 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
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0answers
52 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
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1answer
47 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
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1answer
127 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
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0answers
67 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
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1answer
80 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
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3answers
121 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
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2answers
594 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
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2answers
33 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
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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
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1answer
46 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
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0answers
104 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
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3answers
221 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.
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0answers
83 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
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1answer
211 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
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1answer
199 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
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1answer
289 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
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3answers
441 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
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1answer
495 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
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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
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0answers
52 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
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1answer
120 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
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0answers
102 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
78 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
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2answers
474 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
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1answer
265 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
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0answers
138 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
371 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
276 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
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0answers
24 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
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2answers
935 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? ...
2
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0answers
480 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
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1answer
632 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 ...
3
votes
0answers
116 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 ...