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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.

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Can't send an automatic email when validation rule is triggered

When I get an email from specific email address with specific subject, I want to: Block this email from creating a case send an automatic email to this email address that their case wasn't created. ...
Bassant Eldeeb's user avatar
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0 answers
26 views

Create & Send EmailMessage through REST API

I am using the REST API to create an EmailMessage related to a Case. My goal is for this Email to be sent to the customer as if it was sent by a rep directly from the Salesforce UI, with all of the ...
Morgan Marchese's user avatar
1 vote
1 answer
27 views

System.InvalidParameterValueException: You don't have access to the getCaseIdFromEmailThreadId apex method. Use getCaseIdFromEmailHeaders instead

Spring 25 sees a Release Update enforcement of the latest Email-to-Case threading mechanism Disable RefId and Switch to Lightning Threading I have an org that is still using RefId threading I want ...
cropredy's user avatar
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0 votes
1 answer
41 views

Cant read Email Message object fields in flow after Email to case

I have email to case set up in my org, The request is to forward this email to another mailbox after the case is created (based on related account criteria) My issue is that I cannot get the values ...
Finbar Tracey's user avatar
0 votes
0 answers
52 views

Emails forwarded from Salesforce case feed to other email addresses with Email-to-Case set up are not generating new cases

I'm wondering if anyone else has ever had this problem and how you solved it. In our org, we have users who sometimes forward emails from the Case Feed to email addresses for other teams that also ...
Resa's user avatar
  • 11
3 votes
2 answers
264 views

Packaging error: Email-To-Case

We are facing an issue when trying to create a package version. The test classes seem to be failing due to assert failures. Upon inspection, the underlying issue seems to be: You must enable Email-to-...
d_k's user avatar
  • 1,291
2 votes
1 answer
172 views

Email to case: different filtering for replies and new emails

I'm looking for help related to the Email-to-case functionality. I'd like to: Enable case creation from email sent only by internal Salesforce users (we can distinguish them by the email address ...
Bartosz Suchocki's user avatar
0 votes
0 answers
92 views

First EmailMessage Status Updated From "New" to "Read" when there is update to Parent Case

I am using Email-To-Case service and every time there is incoming emails, Salesforce automatically create Email Message with status 0 (New) and new case created as parent of that Email. But when the ...
RedOneTech's user avatar
0 votes
0 answers
139 views

How to Query the EmailMessage Origin Routing Address of a Case from Email-to-Case

We need to know which email routing address the case (created from Email-to-Case) was created. Here's a sample scenario that we have: Currently, we have 2 mailboxes forwarding to Salesforce. (Let's ...
user3185455's user avatar
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0 answers
56 views

How does Salesforce handle incoming emails

We are looking at Salesforce and I have been doing the Trailhead to learn more about it. I see that there is a Email to Case option which is great. But we will have a web server in a different country ...
John Monkhouse's user avatar
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0 answers
99 views

Is externally visible checkbox not being checked when customer sends an email to case

When an email comes into an existing case, the incoming checkbox is marked as true but the is externally visible checkbox is not marked as true even though the email came from outside Salesforce. The ...
Tiramisu's user avatar
1 vote
1 answer
103 views

Flow: Excluding recordtypes

I have a flow which SHOULD do the following: When the customer send in a new email for an already created case it should set the case status back to open for some rt. It works but just for ALL record ...
Alex M.'s user avatar
  • 55
0 votes
0 answers
100 views

Email-To-Case Order of Execution question

I'm working on an org where Marketing Cloud RMM is causing an issue with Salesforce Email-To-Case. Here's a summary of the issue: https://ideas.salesforce.com/s/idea/a0B8W00000GdfTxUAJ/enable-...
Brian Shea's user avatar
1 vote
0 answers
165 views

Sending email through ScreenFlow - problem adding threadId to template

I have created a ScreenFlow that's triggered with a button on a Custom Object (called Tech Issue). When clicked, user can select multiple Cases amongst the Cases that are linked to said Tech Issue. ...
Yaya's user avatar
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0 votes
0 answers
223 views

Custom email to case: Inline images not visible in email object

We have enabled custom email to case for our client. When an email is sent with inline image, the images are added as a attachment under Attachment/ Notes of Email message object. But I'm unable to ...
Sfdc Developer's user avatar
0 votes
1 answer
234 views

EmailMessage in python successful but no email is actually sent

I am sending an email in a case using emailMessage in python. I can see it updated in the case but the email isnt actually sent. I have hardcoded the FromAddress and ToAddress. My request is as ...
user2249295's user avatar
0 votes
1 answer
149 views

Case update flow through external email works only on debug

I have a flow that is supposed to do the following: Whenever a new email is received for an existing case, the owner of the case should change. The original case is assigned to a queue the first time (...
Alex M.'s user avatar
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0 votes
0 answers
91 views

Email-To-Case Issue (New Case Email Alert)

I have set up a routing address [email protected] I have also setup a flow which is sending an email alert to send New case notifications to the clients. This email alert is using the same ...
Maneesh's user avatar
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0 votes
0 answers
129 views

Pull Text Body from a previous Email into new Reminder Notification

i am trying to understand if its possible to create an Case follow up Reminder Email Notification (Case Object) which pulls the previous email sent by a customer and stamps that into the new email ...
J B's user avatar
  • 33
0 votes
0 answers
17 views

Case ownership changes unintentionally with new email

I have a flow that does the following: as soon as a new email arrives in the system (email to case enabled), the affected case is set to Open so that the service agent sees that something new is there....
Alex M.'s user avatar
  • 55
0 votes
1 answer
91 views

Issue with Email Action on object and related to Pre-defined fields

I have a 2 email action on the case object and for both of them I have "To Address" pre-defined but sending an email from the 1 email action then it is populating the correct "To ...
Rajat Khatri's user avatar
0 votes
1 answer
808 views

Insert failed. REQUIRED_FIELD_MISSING, Required fields are missing: [External Data Source]: [External Data Source]

I am trying to store the attachments from an incoming email to the ContenDocument, ContentVersion, and ContentDocumentLink objects. Below is the method/function: @testVisible private static void ...
Marjan's user avatar
  • 15
0 votes
0 answers
218 views

Updating Case field based on email subject line (best practise)

In this scenario, a case could be assigned to over 15 different experts listed in a multiple picklist field on the case object. With each expertise there are a number of keywords. I want to create a ...
user avatar
0 votes
0 answers
57 views

Flow to reassign case if owner isn´t user not working

I have an easy task which I can´t get my head around. I have a flow which updates a case created from an email (Email-to-case). The owner (reassigned to a product queue from the Inbox) and a specific ...
Alex M.'s user avatar
  • 55
0 votes
2 answers
231 views

Case Settings are not being applied when Automated Case User changed

When I change the Automated Case User from Platform Integration User to a custom User. The Case Settings within Email-to-Case (Routing Address) are no longer applied, i.e. Case Origin, Case Priority, ...
h3110's user avatar
  • 77
0 votes
1 answer
410 views

Forwarded emails not creating a case record in Salesforce

We are using a custom object (TT_Case__c) to create records/cases whenever an email is received on our work email address. I have created an email service in Salesforce which uses the following apex ...
Marjan's user avatar
  • 15
0 votes
1 answer
304 views

How to use omnichannel to route cases from existing queue

I've a queue in my org which has a bunch of cases. I'd like to distribute the cases automatically to the members using omnichannel. Is that possible or do I need to use a new queue?
vv99's user avatar
  • 21
0 votes
1 answer
117 views

Replicate email-to-case behaviour using threading?

We currently have Email-to-Case setup in our org. But we have a custom component that we're using to reply to the emails. Unfortunately, every reply to the email sent from the custom component is ...
User2529's user avatar
  • 703
1 vote
1 answer
342 views

Dynamically change the from address in sender profile (unverified)

Our customer service team receives an email notification every time the website contact form is submitted. This is now sent via Marketing Cloud's transactional messaging API. The email is 'from' a ...
Antonio De Palma's user avatar
0 votes
0 answers
417 views

Email-to-Case won't generate case record

I'm trying to create a case via Email but it won't generate a record in Case. I already configured the Email-to-Case settings, the Email Id is already verified, and I already checked the Support ...
Mark Enriquez's user avatar
-1 votes
1 answer
37 views

How to send auto replies to customer to case acknowledgment mail

We are sending case acknowledgement mail to customer, whenever customer creates a case through website. If customer replies to acknowledgement mail, reply will be saving into case by use case thread ...
Mani's user avatar
  • 1
0 votes
1 answer
2k views

Find the agents available capacity in Omni Flow

Is there a way to find the Agents current capacity before assigning a case to them. I tried using the Check Availability for Routing action in the OmniFlow It returns the following values But I am ...
user4912134's user avatar
2 votes
1 answer
1k views

How to setup Email-to-Case to create a new Case with each user reply?

We have set up Email-to-Case for our org and we want to implement this requirement: When a user sends an Email from the Case to a customer, the customer's reply should always create a new Case. I know ...
Asterios Ntinos's user avatar
0 votes
0 answers
262 views

apex email to case image not showing in Description field(RichText)

I have the following code to create Email-to-Case using Apex. The issue I am having is when an image is sent in the email body I am getting a broken image. can someone point me what is the mistake ...
Tamil's user avatar
  • 724
0 votes
1 answer
79 views

How can you optimize this code in my trigger? SOQL Limit

The problem that exists in production is caused by the use of the email to case tool. The case object has two lookup fields, one for account and the other for contact. When creating the case, the ...
Ramir 's user avatar
  • 29
1 vote
1 answer
132 views

Blob is not a valid UTF-8 string error in test class though am converting base64 into normal text in apex class

Am getting case subject "?utf-8?b?QW5vbWFseSBkZXRIY3Rpb24g4oCTIERFIFNIQVc?=" In this format from third party system. So am converting into string as below: String s= case.subject; String s1 ...
Sweetie's user avatar
  • 11
0 votes
0 answers
110 views

EmailtoCase attaching to wrong contact

I have Email to case in place which was working perfectly. ALl of a sudden the new cases created by Email2case is attaching to a wrong contact. It is the first contact in the contact list. I am not ...
user125916's user avatar
0 votes
0 answers
127 views

Emails response are not getting mapped to a case

I am trying to map response of email to the case. I have created below formula field on case for reference Id : "ref:_"&LEFT( $Organization.Id , 4)&"0"&RIGHT( $...
user106835's user avatar
0 votes
0 answers
150 views

Email-to-case language dependent Case Priority?

Is it possible that Salesforce uses Labels of "Case Priority" in "Email-to-Case Settings" instead of API Name? All email-to-case Cases have Priority API Name set to translated Case ...
Kacper A's user avatar
0 votes
1 answer
2k views

Salesforce Emails Limits

I am using both Apex and Flow( each for different scenario) to send acknowledgement emails to customers on case creation. From Apex I am using Messaging.SingleEmailMessage to send emails. From flow I ...
Abhinav Thakur's user avatar
0 votes
1 answer
314 views

How can I replicate email to case logic when there is no such column 'ClientThreadIdentifier' on entity 'EmailMessage'

I am trying to replicate SalesForce's email-to-case logic within the application layer. However the third way SalesForce matches emails to cases doesn't seem possible. It's meant to use ...
Dr. Thomas C. King's user avatar
4 votes
1 answer
2k views

Order of Execution when creating a case from email-to-case

Could anyone tell what is the order of execution, when there is a case created from the email-to-case configuration? I am in the process of differentiating a case to assign a status to it. AFAI tested ...
Hariprasath's user avatar
1 vote
0 answers
283 views

Prevent sending duplicate email message in Case using Email related list

Is there a way to prevent the Users from sending a duplicate email from Case Email related list? I already checked a Salesforce article regarding this. I want to make the Send button to be disabled ...
jayem's user avatar
  • 11
0 votes
0 answers
229 views

New E2C Threading - inbound message attaches to wrong case

We enabled the new E2C threading behavior some months ago in our PROD org. One of our agents reported the following: Timeline Event Result T(0) ...
cropredy's user avatar
  • 71.7k
-1 votes
2 answers
527 views

Email-to-case vs OWA

I've recently added new email addresses to email-to-case. These email addresses are now available to all the people in the org as 'from' addresses when they send an email to the customer. I tried to ...
user15905594's user avatar
0 votes
1 answer
486 views

Complete table not visible in Case feed when case is created using email to case

I have a requirement where I need to create an email to case. The mail consists of table having a large number of rows and columns. However, when I send the mail, the case is created. When I look in ...
Jaya Harshit's user avatar
0 votes
1 answer
831 views

How to stop Salesforce Email Processor error

I have been getting countless emails with this error ever since I was assigned a Case on my Salesforce account. Error message below: An error occured while trying to deliver the attached email. You ...
Ann-Marie's user avatar
1 vote
0 answers
90 views

How to get Conga trigger to create Salesforce case [closed]

I have a scenario where Conga Trigger is being used to send communication through a flow that is not attached to a Case in Salesforce. When a customer replies to the conga automated email, it keeps ...
Semicolon's user avatar
0 votes
0 answers
1k views

Email To Case creating new cases when responding

Service Cloud Experts: I’m, facing an issue in salesforc email to case - when creating a case manually in salesforce org, and then sending a mail via salesforce, the user gets that mail. As soon as ...
Jev's user avatar
  • 1
0 votes
1 answer
1k views

How can we retrieve E-mail attachments using Flow?

We have a requirement to retrieve Email-to-Case attachments using Flow. We've written an invocable action to use the EmailMessage ID and traverse the ContentDocumentLink, ContentDocument, and ...
silverglass's user avatar

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