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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12 views

Duplicate case from email to case

sometimes a customer will somehow add our support address into the email twice which means 2 cases are created. If there a way for us to auto delete 1 of the cases through workflow or something ...
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1answer
21 views

Email notification on customer response to case comment

I want to send an email to the Case Owner if a Customer responds to a case comment via email. Is there any out of the box setting? Or do I need to write a trigger?
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14 views

Forwarding from One Email to Case Address to Another

We have a number of email to case addresses, sometimes customers will send to the incorrect address so our users want to be able to forward to the another address. However, doing this maintains the ...
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16 views

Remove or make smaller thread id in email-to-case

I know thread id is required, is it possible to make it smaller or put differently? Even if reply is in a different font, thread id is attached at the bottom and looks ugly. Here's an example of ...
3
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1answer
30 views

Masking sensitive info in EmailToCase feed

I have written apex trigger codes on both Case and EmailMessage objects, which are both fired by before insert events. They run pattern and matcher classes to block several possible formats of a ...
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28 views

Reply to auto response rule link to the case - cc email address

I have setup an auto response rule (The email template having thread id). Once the case created from email this auto response will send to all recipients including cc email address. Can you please ...
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40 views

Case is not creating in salesforce using email to case functionality from user with @sfr.fr e-mail addresses

when user send email to salesforce using email to case functionality it should create new case. But for certain usres its not creating case in salesforce. For example When user send mail to xyz@test....
7
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1answer
90 views

How to store (or ignore) Base64 images in emails processed by email-to-case?

We're getting the following error when receiving an email containing a Base64 encoded image directly in the html: Invalid data specified, the provided data does not seem to be a valid image: [B@...
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56 views

CC and BCC addresses are not working in Send Email page

Bases on the requirement we are using the Send email page .Now the issue is the CC and Bcc Addresses are not working.When i sent a email by adding the CC and Bcc addresses the case got created ...
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1answer
33 views

Reply to a new case with description included in email response by default

When I create a case with email2case functionality and go into a case feed view and click reply or reply all - initial description is attached to email response. There're some issues we experience ...
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1answer
45 views

Workflow Email Alerts Not Log In Email Related list of Case

Scenario: Whenever the case is created one workflow will fire and it will sent an email alert to the contact email of case. This is sending email to contact email as per designed but it is not logging ...
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1answer
26 views

Reparent Attachments from Email record to parent Case Record following EmailtoCase

Whilst the question of how has been asked and answered numerous times and indeed we have implemented the solution to clone the Attachment record. My question is concerning the deletion of the ...
3
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1answer
47 views

Email2Case: How to stop OOO replies updating cases

This might be a known issue but I am unable to find any answers at present. When an agent sends an email from a case which includes the case thread, we are trying to stop OOO from triggering a case ...
2
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1answer
85 views

How is the “From” field populated in the Case Feed Email (Answer Customer) Publisher?

We are using Case Feed and Email To Case. I am trying to figure out what the default value of 'From' is, it seems to be different from Case to Case.
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1answer
56 views

Is there a way to determine if EmailMessage has reply

I'm after finding a way to know if a EmailMessage object has a reply? I have tried to use Trigger after insert but I do not see its picking. Any other better way? when the user response to email-to-...
1
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1answer
22 views

How do you find out EmailTemplate selected in Case or EmailMessage

Is there a way to find out what Template user selected when sending an email? I was looking at it in the EmailTemplate object field called TemplateType this will give you either Text' orVisualforce` ...
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25 views

Email services functionality failing for yahoo working fine in creating case

I am using email service which is working fine for google and other although fails for yahoo. I have tried debugging but unable to capture anything inside the debug log. Although the case is been ...
2
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1answer
50 views

Track number of Calls/Emails from Case

I would like to track on how many Calls and Email Sent/Received on Case.We have enabled email 2 case and sending emails using Send an Email button(Emails related list) on Case and Logging calls from ...
0
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1answer
50 views

Yahoo Mail ID not working for email services

I am using email services and created a custom code. It works for all google or any personal domain. But the issue occur as when I use yahoo email address , I am unable to receive. Is there any ...
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28 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 ...
1
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1answer
132 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 ...
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0answers
61 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
44 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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48 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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42 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 ...
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18 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
76 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
119 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
158 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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74 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 ...
0
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2answers
78 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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0answers
39 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
81 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
89 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
107 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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20 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
155 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
288 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 List<...
1
vote
1answer
304 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
243 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
60 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
36 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
25 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
57 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 (...
1
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0answers
38 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
47 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
74 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
146 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
133 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 if(...
1
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1answer
29 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 ...