0
  1. If I add the salesforce email service address to the google group(techsupport@xyz.com), then the salesforce email address will receive all the mails that gets sent to the google group. So there will be no need for setting up forwarding of emails in a particular group member mail that was initially used to generate the salesforce email id. Then is it still necessary to include the routing address in email-to-case? (Right now, I'm actually forwarding the emails from a group member email id to the salesforce generated email id.)
  2. My other query is, why do I need to enable IMAP as stated in this help article: https://help.salesforce.com/articleView?id=000170989&type=1
  3. When an auto-response is sent to the person who sent a mail to our support mail, the response header is of the format : via xxxxxxxx.xxxxx.xxxx.xxx.salesforce.com and I can't view those mails in the sent mail box for supportnoreply@xyz.com. Why is it?
  4. If I send an email to the techsupport@xyz.com(google group) from its member email where the forwarding to salesforce email id has been set up, then the auto-response rule will send the email back to that member email and shouldn't another case be created again, triggering an infinite loop of automated case creation?
0

Not sure about the first 3, but regarding 4: yes, auto responses can trigger an infinite loop. What I tend to do is create an inbox rule that deletes auto-responses so they don't end up being redirected to Salesforce & creating cases.

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.