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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2
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2answers
36 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
votes
1answer
21 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
18 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
25 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
votes
1answer
25 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
24 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
votes
1answer
37 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
18 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
22 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
votes
1answer
34 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
votes
2answers
60 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
28 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
votes
1answer
31 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
35 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
39 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
30 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
27 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
votes
0answers
10 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
votes
0answers
33 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
86 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
17 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
45 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
19 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
45 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
21 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
38 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
34 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
37 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
57 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
62 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
147 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
122 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
54 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
20 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
20 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
19 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
42 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
46 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
70 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
52 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
83 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
106 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
66 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
348 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
39 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
129 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
66 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
273 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
114 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
122 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 ...