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 template for auto-replies when customers email our support team directly. The from address in our web2case auto-reply email is our support email that I specified in org-wide emails.

However, when cases are created in the portal, the From address is the customer's email. Any ideas how to update the From address?

1 Answer 1


I don't know why the from address is defaulting to the user's address instead of our standard support email, but I solved the problem with a case-auto-response rule.


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