Questions tagged [email2case]

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.

Filter by
Sorted by
Tagged with
0
votes
0answers
9 views

How to get text area field value in Emails or in live web chat while typing (before the email or message is sent)

I am a little new to Salesforce. I am working on Case Object for Cases generated through Emails and Live web Chat and I am trying to get the value of textarea while the user is still typing. I could ...
0
votes
1answer
28 views

How to stop duplicate cases when dealing with Automated system

So we have a scenario where we are utilising Email-To-Case and it works perfectly for the most part, however, we have a client which uses a system which doesn't reply to the emails from us directly. ...
0
votes
0answers
17 views

Email Open Tracking for Email-to-Case Reply And case Emails

I've been researching, how can we enable Email open tracking, if we are sending email from case. I checked the link Considerations for Email Open Tracking According to 3rd point email can't be ...
0
votes
0answers
19 views

Unable to exclude auto response emails from the count

I have a requirement where a custom field (Number_of_Emails__c) on cases will be updated with total number of emailmessages related to that case. Now, I need to exclude auto response email from that ...
0
votes
1answer
19 views

Auto Acknowledgement for Client replies to Outbound Mail in Email to Case

I want to setup Auto Acknowledgement when client replies on outbound email sent from email to case. So when customer send any enquiry or issue, a case will be created and system will send an outbound ...
0
votes
0answers
20 views

Process Builder for Case

We have setup a process builder to send email alerts and update Case type and record type to corresponding types when a case is assigned to different case owners. This seems to be working fine when ...
0
votes
1answer
24 views

Skip case assignment rule- Email to Case

I have cases created through email to case and assigned using active assignment rule. In some criteria , I need to assign the case to the specific owner and want to skip the assignment rule in those ...
0
votes
1answer
39 views

Apex trigger to create contact from email-to-case if the email is not yet in our system

I am trying to create an Apex trigger that will create a contact using the SuppliedEmail field of a case to avoid situations where we have a case that is not tied to an account (we will need all cases ...
0
votes
1answer
13 views

Case updates with Account in email to case

I need to assign the case (created through email-to-case) to the account owner if certain condition satisfies. In the before insert of the trigger event, I assign the newly created cases' owner id , ...
0
votes
0answers
14 views

Flip Language content in Salesforce Email Template based on contact language preference

We have a custom field on Contact > Language Preference. Currently it holds English and French values. We want to create a auto-response template that will show both English and French to the contact ...
0
votes
0answers
16 views

Thread Id Composition

I have been doing a lot of searching around Thread Id for Email to Case. I see the formula's everyone uses and I see a few apex examples to build the Thread Id. Does anyone know where the ...
0
votes
1answer
26 views

Email-to-Case Email on Case Record [duplicate]

Is there a field on the Case object that specify the Email-to-Case email address that created the case?
0
votes
1answer
12 views

Inbound Email received in Salesforce Case object is within the character limit however, it is truncated

If this question is not permitted here, please delete. An Inbound Email in Email to Case is within the character limit not exceeding nor within 3,200 Characters. The Body of the eamil is less than 3,...
1
vote
1answer
75 views

Email-To-Case - how to find if it's enabled

I am trying to find if the user has enabled Email-to-Case, is there a way to find using REST or APEX?
0
votes
0answers
11 views

Email TO Case - Linking to Lead and Person Account randomly

In our CRM, Both Lead and Person accounts can co-exist with same email. Now when an email to case is coming, it is linking randomly to lead/person accounts. We want to give priority to person accounts....
0
votes
0answers
32 views

How to remove thread ID optionally

Is there a way to remove the thread ID from an email sent off a case? Customer service users want to raise cases in other queues by forwarding an email from their case however the thread ID means the ...
0
votes
0answers
19 views

Copying correct case subject in case while cloning?

In our org we have email-to-case functionality, if the case created by email to case was closed and user replies to that closed case we are creating a new case by cloning. below was the example of ...
0
votes
1answer
25 views

How to access current page elements in lightning?

Is there a way to access the iframe where Email Body is filled in? I want our users to have their signature populated when they compose a new email or reply to a received email. I was able to do it ...
-2
votes
1answer
50 views

When ever new case is created notification will be trigger on web email address [closed]

Error element myRule_1_A1 (FlowActionCall). Probably Limit Exceeded or 0 recipients ________________________________________ Flow Details Flow API Name: SSC_CAS_PB04_CaseCreationNotification Type: ...
0
votes
0answers
116 views

Case Reopen changes owner to System

When a user closes a case a workflow rule sets the owner to the user who closes the case. We have a workflow rule that allows an email message to Reopen a case when a reply is received. This ...
1
vote
2answers
115 views

Pre-Define value for ToAddress When Sending email from Case - Email Action?

I am working on the on service cloud so it is very important for our agents to send email from case and they always use it to send emails. For that I have created email action and added this to ...
0
votes
0answers
35 views

Exception by domain - Email and Case workflow

We have email-to-case. Every customer email into a case generates a case comment, which is then mailed back to the customer using workflow rules as confirmation of the update. One customer doesn't ...
2
votes
1answer
173 views

Email loop false positive

At the end of each month, one of our clients sends us a bunch of emails related to invoicing (~120 emails). Each email has the same subject and body, but a different attachment. The emails are sent ...
1
vote
1answer
56 views

Non-selective query error Email-to-case Contact.Email Deterministically Encrypted when dup emails

Given: Over 200,000 Contacts with emails Contact.Email is deterministically encrypted - case insensitive All Contacts encrypted Two contacts have the same email address foo@bar.com E2C executes ...
0
votes
0answers
20 views

Customers not receiving emails with attachments

We just implemented Email-to-Case and we are facing this issue in our Salesforce Production environment. When agents are replying to customers with email attachments, they emails are not being ...
1
vote
1answer
695 views

Omni Channel Supervisor not showing assigned queues for an agent

We have setup Omni-Channel routing for cases in our ORG. Everything was working fine since last week. But today when we tested- if we add an agent to a queue directly to the queue OR add to a ...
0
votes
1answer
45 views

How I can add Account name from Subject of Email to Case

Here is a question regarding Email to Case. In my org, we use Email to Case. The Subject of email-to-case is like : "Credit Hold : (ABCDEFGH ) : Sales Order : 1236589kmjl456" Where ABCDEFGH = Account ...
1
vote
1answer
100 views

Append text to an EmailMessage before the message is sent?

Background: I am trying to implement Email2Case as efficiently as possible for my company, and one of our current issues/gripes with it is that Salesforce has no native ability to parse only the "...
0
votes
0answers
20 views

Question on Email Replies for Email to Case

I am hoping someone can help with this. I have email to case set up with the thread id in the subject and description. The issue I run into is that when a customer sends in an email cc'ed one of ...
2
votes
1answer
618 views

How to obtain trigger log from Email2Case?

I have a trigger on EmailMessage that is looking at newly inserted emails sent for Email2Case, and parsing the text for certain trigger words and updating the case if found. This has been working, ...
0
votes
0answers
22 views

Email_to-Case Technical Flow Diagram

Could you Please share any Resource /site where I read the technical Order of Email-To-Case Flow like what happens when Emails comes to Salesforce ,what Happens when case is created at which Event we ...
0
votes
2answers
690 views

Case Assignment rules not working when I use “Email Message: To Address”

I am trying to route emails to specific queues based on Incoming Email ID example Email coming to abc@xyz.com routes to abc queue Email coming to def@xyz.com routes to def queue and so on When ...
1
vote
1answer
24 views

Is there any way to send an email from Apex to Email-To-Case, with dynamic from address instead of Running User

I have a form, where the user will fill all the information. Once the record gets created I wanted to invoke the Email-To-Case by passing record Id as the subject. Here, I wanted to set the From ...
0
votes
2answers
201 views

Enable Default Email Templates in Case Feed is not working

I am trying to enable the default email template selection logic as per the salesforce provided document - https://help.salesforce.com/articleView?id=case_interaction_default_templates.htm&type=5 ...
1
vote
2answers
195 views

Email to Case - Reassign Email Attachments (coming in as Files) to the parent Cases in Classic

We have a situation where some users have migrated over to Lightning and turned on Email to case, with any attachment that comes in being converted over to Files. This works well to show files under ...
0
votes
0answers
26 views

Email sending from Sandbox is Inconsistent

In one of our sandbox, we are testing some funcationality which sends the email from workflow when ever a case with specific subject is created. But the problem is email sending is very inconsistent i....
2
votes
1answer
100 views

How to track deletion of Files (Content Documents) in Case Feed?

Customer is using Email2Case, configured to store email attachments as Files (Content Document/Version/Link). They specifically will allow agents to delete these files, as they get many unneeded ...
0
votes
1answer
23 views

How To get Emails from Sales force Support when Due to some Reason Email-to-case is not working

How to get Detailed Email from Sales-force Support that Email-To-Case is failing and unable to create Cases either too many large address in To address field etc. I know About Apex email so don't ...
2
votes
0answers
136 views

ParentId on EmailMessage is not writable?

We have a business scenario where an incoming EmailMessage sent to a closed Case, should be automatically reparented to another case that's Opened. The logic would achieve this by modifying the ...
2
votes
1answer
67 views

What is the proper usage of a field that is prefixed with “Source”? Ex: Source.ToAddress

I'm trying to create a formula field on the Case object. I would like to store the email addresses in the original email that caused the creation of the Case (Email-to-Case). When I use the Insert ...
1
vote
1answer
319 views

Email-to-Case Case Description too long

On case creation from an email2case process, the case description gets populated with a text version of the email. In the scenario of when the inbound email email is large, I was expecting the text ...
1
vote
1answer
38 views

Email Service creating multiple Cases when sending to multiple aliases in a single email

Our org is currently using a custom Email Service to create cases and we have multiple Email Service aliases. Currently, when a customer sends an email to multiple Email Service aliases, our service ...
2
votes
1answer
172 views

Notification mail is being sent despite the settings to not send it

Problem: the standard Salesforce "Case transferred to you" mail is ALWAYS being sent, despite the fact that we do not want it. Description: We have set up Email-to-Case and in the EmailMessage ...
1
vote
1answer
134 views

email-to-case should populate certain field from user record

An internal user when send email to our support address, a case is created and assigned to a queue (email-to-case). I want Salesforce to pull certain fields (eg: department) from user record and ...
0
votes
0answers
56 views

on demand email to case in salesforce creating duplicate case when user replies

When the user replies to mail then it's creating a new case. In auto response added a subject and case thread id but mail is not appending as a replay(as New mail). In EmailMessageTrigger querying ...
0
votes
1answer
69 views

additional case created via auto response bouncing to original case

We are running into an issue where a case created via email to case has an invalid return email. When the auto response email is sent, it is bounced back and creates an additional case. What is the ...
1
vote
0answers
201 views

Flow, multi select checkbox and email action

Good morning Since I have no coding background, visual flow is a must for me (At least for now) and for some time now I try to understand the tool, its functions and limitations and what better ...
0
votes
1answer
105 views

Email to Case create contact from reply-to address [closed]

I have a contact form on our website that is generating an email to support@domain.com. We are setting the from email address to no-reply@domain.com and the reply-to email address to the customer's ...
0
votes
1answer
162 views

Can you sort a Case List View by date time of the latest received email?

I’ve been asked to mimic an email inbox in the case list view, can we sort email to case cases by the time the email was received, we can’t just sort by case number or open date as it needs to account ...
1
vote
1answer
45 views

Email2Case - Change Value on a Case when Client reply an email

Problem: We have email-to-case implement. So client send an email to abc@abc.com and Salesforce automatically creates a case, this triggers the EmailMessage. And the Case Owner sees the case and ...

1
2 3 4 5 6