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 ([email protected]). This works out great because the customer can then reply back to the email address that Salesforce monitors and the ticket stays updated.
I want to respond to customers cases while out and about WITHOUT sending from my individual email address. Is there a way to do this? The phone itself can't send emails from [email protected] As far as I can tell, the mobile SalesForce 1 mobile app doesn't allow me to send new case comments or email. I can only view old ones.
My old ticketing system let me send emails into [email protected] and generated a update notification email to the case contact with the full message included. I'd like to do something similar.
I was initially thinking I could do this via a workflow rule for the
Email Message object. The basic config would be something like:
- Check if email from contains
@company.comAND message is not in a queue.
- If both conditions are met, initiate an
Immediate Workflow Action- specifically
- Have the
New Emailaction send a template with a message body variable including the prior email.
I've hit a snag though: I don't see the option for
New Email when clicking
Add Workflow Action. I see it for OTHER workflow rule types but not when the workflow rule object is
Email Message. I'm guessing that SalesForce doesn't allow an incoming email to trigger another outbound email alert as part of a workflow rule.
If that's the case, is there another way I can accomplish this use case?