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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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 ...
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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-...
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How to Capture Email-to-Case Failures in a Custom Object in Salesforce?
I have got a requirement to Capture Email-to-Case failure details and create a ticket for the issue or store the error details in Custom Object in Salesforce. Please help me with this. Thanks in ...
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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.
...
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49
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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 ...
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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 ...
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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 (...
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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 ...
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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 ...
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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....
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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 ...
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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 ...
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58
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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 ...
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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 ...
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Salesforce formula showing negative number/time between two dates
I have a business requirement to show the total number of working hours (Mon-Friday 8.30am to 5pm) between the case creation date and current time (NOW() if the case is open) or closing time if the ...
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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, ...
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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 ...
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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?
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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 ...
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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 ...
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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 ...
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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 ...
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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 ...
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OmniFlow to route cases to directly to agent
I am currently exploring how the OmniFlow works to route the cases directly to the agent instead of the record triggered flow. I created the Omni Flow and assigned it on the Email to Case Routing ...
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Make all inbound emails visible on the Community Portal Case chatter
Can I display the 'Email Message' object on the case chatter feed on Community portals?
Inbound emails are sent to our support team via 'Email-to-case'.
I would like to migrate all support ...
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Email to Case - Default To Email Address to Contact Email
I have a requirement where when an agent clicks on Write an Email or Compose (Default email composer)
To email should always be defaulted with the Contact email address, irrespective of if someone ...
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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 ...
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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 ...
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Setting Multiple Recipients on Case Email Reply?
Is there a way to set multiple recipient email addresses on a case email reply from an end-user in the template or other setting?
Scenario: Our support team creates a case and an email (via email ...
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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 ...
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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 ...
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56
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Rule assignment doesn't work
I use email to case in my organization, and I removed the case owner to blank as instructed in one of the manuals.
Since we have some routing options from the email we use for support, I would like ...
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62
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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 ...
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How to prevent users based on roles or profile from modifying the FROM address
We have two roles for users in our Salesforce Org:
Agents
Supervisors
We leverage permission sets for giving them access into the system.
Supervisors generally have more access to the system. I ...
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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( $...
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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 ...
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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 ...
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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 ...
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How to populate value in 'Additional To' field when replying to email from case details page. Email to case
When user is replying to email from case then the value in 'Additional To'
field is blank.
I want to understand here from which field the value in 'Additional To' fild can auto populate?
Our ...
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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 ...
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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 ...
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156
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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) ...
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How can I enable the Bcc/cc option in email from case chatter(Feed Item)?
How can I enable the Bcc/cc option in email from case chatter(Feed Item)?
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Email-To-Case Attachements Override
I have enabled email to case functionality in my org.
Where i have made the checkbox(store email attachments as fiels in salesforce) as true.
When case is created from origin as Email,I see list of ...
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Case Emails: Replies sent to a case notification mail creates a new case instead of adding it as case comment
I'm sending out a case notification mail (which is NOT from an "email to case" email address) to a user. When the user replies to that mail, instead adding that reply to the case as comment, ...
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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 ...
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283
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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 ...
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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 ...
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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 ...
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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 ...
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