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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1answer
10 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 ...
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1answer
49 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 ...
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1answer
16 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 ...
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26 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 ...
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1answer
22 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 ...
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18 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 ...
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1answer
32 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 ...
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17 views

EmailToCase change the HtmlBody in Apex

I try to replace alt text from img tag in Emailmessage HTMLbody. How I can to that? for(Emailmessage em :emailList){ System.debug('Email Message..................................................
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1answer
15 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 ...
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1answer
35 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 ...
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1answer
22 views

Mask Email-To-Case From Address

I have on demand email-to-case setup and working in Salesforce. When the agent responds to the case, the from address shows the email service address. I've modified the email layout to include both ...
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0answers
30 views

Email service address missing in Email to Case

Hi i have setup an email to case. When i created routing address for that it is not generating email service address. Field is showing empty. Below is the screenshot for the same. Help me
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58 views

Web to Case SuppliedName not populating

My Web to Case form is populating all data on the Case other than the Web Name (SuppliedName). Is there a way to populate the name? I assume everything should be the same formatting wise as the ...
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1answer
30 views

Add new Case Comment through Email

Is it possible to add email response as new case comment? When an internal user comment on the case the customer receives an email. I want that When the customer replies to that case comment email, a ...
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1answer
36 views

Query File from Email-to-case email item

I want to query file or files from the inbound and outbound emails in the case: http://take.ms/BxmUw What sobject should I use to query?
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1answer
41 views

Create a record in 'Email to Case Premium' in Salesforce using an API call

I am working on a solution where we have an 'Email to Case Premium' or E2CP app added to our Case object in Salesforce. I would like to programmatically create a record in E2CP with Salesforce API ...
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1answer
39 views

Assigning Case Owner on opening a Case

We have Email-to-case implemented which is assigning new cases to a Queue. Now whenever a user opens a new case, it should be assigned automatically to that user. For this I have written a VF page ...
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1answer
393 views

Email to case : duplicate cases created

In email-to case, duplicate cases are created when the email is sent/cc'd several addresses (cc). When I send an email to the email-to-case address AND to another person (in the cc of the mail), it ...
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1answer
48 views

Unable to create cases through Apex InboundEmailhanlder

I'm trying to create cases through incoming email by using Apex Inbound Emailhandler. It worked very well for a sample class which pulls the contact id based on incoming email address and creates case....
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1answer
48 views

How can I load all routing address use dataloader?

I want to load all routing address one time.(like use csv file by dataloader) I imported csv data into object emailServicesAddress by dataloader successfully, but the field EMAILDOMAINNAME is xxxxxxx....
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1answer
354 views

Parse email body using strings to create case and populate it's fields

Need a help with email services. I'm trying to create cases through emails by using InboundEmailHandler. Our customers have a predefined email format (please check the screenshot). Once the email is ...
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1answer
13 views

how can I send an email to contact (client) when case owner (user or queue) changes

We would like to have an email sent to the contact on the Case when the case owner changes letting them know who is now working on their case. I would like to automate this based on owner ISCHANGED. ...
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1answer
100 views

Mail Delivery system sending multiple mails with error " Undeliverable : Case is Rejected

I have configured Email-to-Case in my org.We have also set up case auto-response rule. Whenver an email is sent, using email-to-case, a case is created and an auto response will be sent.This is ...
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1answer
46 views

Track the emails sent to particular email address in activity history of case

I am using web-to-case, where the user submits the application form and it creates a case in my org.(When the case gets created in my org, I have set an workflow rule which sends an auto response mail ...
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1answer
64 views

How to debug Owner Update on Case?

A case has been created from Email-to-case and the case Owner is routed to a Queue automatically. Condition here is if it comes to a Specific mail id it is routed to that particular Queue. Now I need ...
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1answer
318 views

Case Auto response rule with case owner not working

My case auto response is very simple. All the cases are assigned to a queue called "test". In case auto response rule my criteria is "case owner= queue name(test)". rule is active and email template ...
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0answers
36 views

How do I trigger a Workflow Rule to send an Outbound Message when a new Feed Email has been added to a Case?

I currently have several Workflow Rules listening to changes on Case objects. I have one for Feed Items, Case Comments, and any updates to the Case itself. We recently turned on Email to Case so now ...
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0answers
36 views

How to add alias / display name along with email address in Specify From Address(es) at case layout?

I was able to add email addresses in case layout to default 'From' address when sending an email from Case Quick Action But how to add alias in each email address? Or is it possible to fill 'Specify ...
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1answer
32 views

Email Segmentation in Service Console

Agents in our Service Console are experiencing productivity issues due to the appending of emails in all blocks throughout the conversation. For example: Each block should contain one and only one ...
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1answer
128 views

Case origin updated automatically whenever customer replies

whenever a customer replies to an email that we send through salesforce using the XXX@gmail.com email address it is causing the case origin to be changed to email. This should not happen. The case ...
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1answer
2k views

Email to case routing address wont create Case in salesforce

We have a scenario to create a email to case in salesforce. After creating hte email to case foe the specific shared mailbox the user has verified the email. I have provided the routing email to the ...
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1answer
147 views

How to get get Case Email Thread in Visual Flow?

I'm trying to send email notifications when someone enters a Case Comment. Since there doesn't appear to be a way to do this via configuration, I have create a Visual Flow that will create a Case ...
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1answer
85 views

How to copy attachments sent with an email from child case to master case

I am developing a functionality where I need to copy emails(emails+attachments) from a child case to parent case on merging. Right now what ever I have developed I achieved copying emails from child ...
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1answer
45 views

Email to Case, How to update the Same Case?

Requirement : A case is created from Email to Case when a customer orders the Item. Now the user in salesforce works on it get the data and saves in an excel sheet and generates a Number say Serial ...
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2answers
934 views

How to send email alert as email-to-case when case is closed?

I am able to send email alert when case is closed. But the email alert NOT showing in email messages at case related list: The email when case closed is marked as 'CASE CLOSED' in email subject: ...
2
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1answer
981 views

Predefined Field Value “From Address” not getting set on Email Case Action

After learning that the QuickActionDefaultsHandler interface doesn't work with Lightning Experience, I tried to implement the suggestion found in the comments of this answer, which is to set the ...
4
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1answer
73 views

Changing Email service address after turning on My Domain

My company's org have Email to Case enabled and our email service address is support@bunchofletters.naXX.case.salesforce.com. We are planning to move to Lightning and, of course, create my domain. But ...
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1answer
605 views

How to view standard field mapping and how to add custom field mapping in Email-to-Case?

I am able to view case fields mapping like below: There is only: case owner case priority case origin case record type But how to know if there is more field mapped in case object. For Example: ...
4
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1answer
280 views

How can I know if a case has unread emails?

I've been thinking about using the "Status" field on EmailMessage for this. However I noticed that when the user accesses the email page the record has its status updated from 0 to 1 (unread to read), ...
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1answer
77 views

Email to Case and queue assignment

I have created a queue and gave email for the queue. I have also added users to the queue. My 2 requirements are: 1) whenever a user is added to queue he should be sent an email alert. 2) In email-...
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1answer
1k views

Adding an image to the email template- viewable in Gmail

I am trying to add an image to the a HTML no header email template. I want to use either static resource or document/files. I refered to this link - https://help.salesforce.com/articleView?id=...
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1answer
146 views

Bulkifying trigger on Email Attachments

I created a trigger that copies all incoming email-to-case attachments to Files so that users can select these's files when forwarding emails etc. The code I have so for is: trigger CaseAttachment on ...
2
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0answers
32 views

Only create case if configured mail address is in the TO

We have configured email to case in Salesforce with the address mail@case.com (dummy of course). Now our customer is asking if we can block case creation if the that address (mail@case.com ) is in the ...
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1answer
469 views

Can I edit the TextBody of EmailMessage object when registering a case from Email-to-Case?

Can I write a 'after insert' trigger on EmailMessage object to edit the TextBody of incoming Mail? Is it possible in Salesforce?
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2answers
660 views

How to prevent by creating case from perticular email address (email-to-case)? [closed]

Any emails from Business Intelligence usersnotallowed@invalidemail.com to toaddress@onemail.com mailbox should not create an email to cases.
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1answer
549 views

How to set Email Service Address on Email to case routing addresses

I need to create case from incoming emails. I have email to case already setup in my org. It says routing is verified, but i do not see any value in Email Service Address. How do i test this.
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1answer
42 views

Email to Case Query

I need to do some processing after case gets created through Email to case. What are possible ways to do processing on case created through Email to case ? 1.After insert trigger 2.Process Builder 3....
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2answers
50 views

Re-open a closed case when a new comment is added

We are usinng Email-To-Case features and periodically, when clients do not answer to the thread, we close the cases. It happened few times that the client answered later and we missed the client ...
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2answers
343 views

Email to Case inbound mesasge [closed]

Is there a possible way to capture the inbound message of Email to Case salesforce the must manipulate it first. Thank you so much for this matter.
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1answer
591 views

Replies to auto response email are not being attached to case?

We use service cloud to manage our support. The auto response email when any case is created goes out from support_autoresponse@xyz.com as the from email address but the actual email address is ...