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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How to find Case in SF and attach the email

Email-to-Case functionality has been stopped for a while due to some issue in our Org. Inbetween the time the Case was not created in the Salesforce. We received all the emails as errors in our ...
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Not able to find how an email is triggering

While creating a case record in the community, one email is triggered from my email to my email only. I am not sure how to find from where that email is triggering. I have downloaded the full ...
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How to disable/stop automatic task creation when Email-to-Case and Enhanced Email are enabled

We have the Email-to-Case(Routing Address is in Verification state) and Enhanced Email enabled. It seems Salesforce is automatically creating a Task for EmailMessage. Is there any possibility to ...
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How to send Case Emails to Users via Apex

Note: this question has been significantly edited after I discovered a new, more immediate issue with this scenario. My use case: A Case may be created via Internal User, Community User, or Email-to-...
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Email to Custom-Obj functionality

I want to know if it is possible to create an email-to-customObj functionality in Salesforce? My organization is heavily using the Case object and do not want to add more to it. I want to create a ...
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Trigger on case Email-To-Case

This is my trigger trigger CaseTrigger on Case (Before Insert, Before Update) { for(Case c:trigger.new){ if(c.ContactId == null && c.AccountId == null){ c.AddError('*****...
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Email To Case Thread Id linking issue

I observed our sandbox does not have Thread id feature as we have created this org after recent release of salesforce where Message-ID and reference header is activated. What I want is that customer ...
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How to get a string/number from the Subject and Body in an incomming email to case in Salesforce?

Hello everyone and thanks for reading! I have a requirement where I need to get a specific string from the subject and an Id from the Body of an incomming email (it's comming from an email-to-case) in ...
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Why is an email sent to only few users of queues and not all?

I created a Case assignment rule, for which has to be assignend to queue. I found that the email notification was sent to only a few members of the queue and not all. What could be the solution for ...
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Pull email-to-case configuration from scratch org and deploy it through unlocked package along with recordTypes

I would like to pull the email-to-case (E2C) metadata from scratch with Case Record Type, save them in our Version Control System and deploy it through unlocked package (changing/removing ...
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Form returns payload and 200 status, data is not injected into case properly

We use very basic functionality from SFDC since it's a dumpster fire 24/7. Today, we are trying to implement a simple form using web-to-case that takes a couple of custom objects and some standard ...
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Email field not visible for Support profile

The email field of the Contact is shown blank to Support Users, whereas it is not the same for other profiles. Support profiles have "modify all" permission on Contacts and have edit access ...
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email-to-case -- how to know which email it was delivered to?

In the event of multiple brands on the same salesforce implementation, there are multiple support email addresses, which implement email-to-case, however in order to properly route the case to the ...
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I am trying to set up Email to Case in my org, but when I try to set up forward settings from my official account, cases are not creating

I am trying to set up Email to Case in my org, but when I try to set up forward settings from my official account, cases are not getting created in Salesforce. But If I try to send request directly to ...
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Prevent Auto Response rules for an auto response email

Situation: We use standard out of box email-to-case and case auto-response rules. One of customer's sends a email to our system and we send an auto-response rule. They also have an automated system ...
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Email to case Settings - pre-populate to-address with specific email addresses when forwarding a case

Is there any way to automatically prepopulate the "To Address" with predefined email addresses after having established Email2Case rather than manually selecting contacts/email addresses? ...
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Email to Case - Object EmailMessage - Field From Address not fill with route email

I have email to case configured, and all works fine, besides the object "Email Message" when in some occasions when a user try to respond a email the "From Address" field is fill ...
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Splitting E2C Source Email Addresses

I am currently trying to set a flow variable based on ToAddress value that comes in via an E2C situation. I realized that there are multiple email addresses being stored in that text field. Sometimes ...
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Email-To-Case should not create case and should not send mail to case owner

I want to implement the following in Email-To-Case: Email to case should ONLY be for the following scenario: When case support contacts the customer via email feed and customer responds back then ...
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2 answers
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One Email-to-case should assign to 2 queues [closed]

We have setup one email-to-case and the cases are assigning to one queue....but we have a new requirement came up. If the same email-to-case subject has 'Electronic' then it should be assigned to ...
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2 votes
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Email-to-Case error: String too long on 'To Address'

We have email-to-case set up for our org and we're getting this email: Subject: Email-to-Case: Error(s) encountered while processing The following errors were encountered while processing an incoming ...
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Is there a product for Web to Case or Email to Case that can capture device information like browser or operating system?

Is there a product for Web to Case or Email to Case that can capture device information like browser or operating system? I have been searching Salesforce, Google, this site, and the most relevant ...
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Set the "From Address" as same email that created the case

//Purpose: Set default from Address on Cases //SRC:https://help.salesforce.com/s/articleView?id=release-notes.rn_cases_email_apex_default_fields.htm&type=5&release=214 global class ...
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Email-to-case - Filtering sender email based on record-types

I've configured 2 routing addresses on the Email-to-Case : "Test A" and "Test B". And I've assigned them to 2 differents Case recordtypes : "RT Test A" and "RT Test ...
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Bypassing Required Fields so just One Can be Edited on the Fly

I have some cases coming in via email to case. The issue is that I am looking to add a value to a empty date field without the need to add a value to other required fields so I can quickly triage as ...
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Use service rep email to send email from Case record

Is it possible to send email via case as the support rep but get the reply back to the case? Or the From attribute must be the email-to-case email address for the reply be attached to the case? Thanka
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Email to Case using Apex: Right contact not populating in email message

I am using custom email to case Apex class to create case records. After the case is created I am changing the contact name to some other person. When I goto the email composer salesforce is picking ...
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Out of Office / Case Routing

Chatter has an option to set "Out of Office" with dates and a message. I haven't found this data on an object. I have users that are assigned cases going out of office but their case load ...
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Test before insert on Case created from Email-to-Case

Background: I have a method that runs in before insert context on Cases. It looks for Cases that were created via standard Email-to-Case functionality when sent to a specific routing address. It ...
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Having "running" in the email body does not create a email-to-case

The email-to-case we set up in or Org was not working for some emails. When I troubleshooted and got down to the issue, found that when there is a keyword 'running' in the body of the email, it does ...
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Wrong email address in the Salesforce email widget

I developed an email-to-case with Apex because I have some checkings to do. My apex class creates an email message record, a case and a contact if needed. The email message is correctly created with ...
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Case.SourceID does not exist? Determining if EmailMessage record created the case

In one org, I have used Case.SourceID (queried SELECT Parent.SourceId FROM EmailMessage), which would tell me the ID of the EmailMessage that was the original case origin email. In another org, the ...
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1 answer
267 views

Email-to-Case auto-response email not received but Salesforce shows as delivered

I just set up Email-to-Case for an org that was using Email Agent(yes, hard to believe). When I send email to staging-support@mycompany.com, Salesforce Case AutoResponse rules are configured to ...
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Email to case attachments from closed to open cases

I am facing one problem related to email to case feature. Please see below points to understand my issue: One Closed case is sitting with one attachment. Customer sends another email on the closed ...
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1 answer
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How customer email responses will be saved on CaseComment? What will be the CreatedBy name on case comment?

Basically, I have a question on how customer replies are stored in case comment? I wanted to know what it will show in Created By field?
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1 vote
1 answer
127 views

How to Auto-Accept Chats while permitting Cases to be Declined in Omni

I'm trying to set up a means for allowing users to accept or decline an email-to-case while auto-assigning them live chats. The issue is that I can only seem to have one Presence Configuration ...
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Possible to query the Case Origin set on an email-to-case?

Is it possible to query the Case Origin that is set for each of the email-to-case? I've used this query SELECT Id, IsActive, LocalPart, EmailDomainName, Function.FunctionName FROM ...
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What would be the best way to prevent certain file types attached to cases when received on Email-to-case?

What would be the best way to prevent certain file types attached to cases when received on Email-to-case? Important to note that I would like the case record to be created successfully and files ...
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Attach an Email to a Case using a Work Order Line Item Template

I am trying to attach an email sent out using a Work Order Line Item email Template to the Parent Case. I'm using the Messaging.SingleEmailMessage to send the message. If I use the WOLI in the WhatId ...
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2 votes
1 answer
96 views

Calculate Incoming Email Size

I am using an Email Handler for inbound emails and we are wanting to do some tracking on the size of incoming emails. We will eventually be putting some limits on max attachment sizes that we want to ...
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How to relate case records by email address?

I'm an emerging admin trying to learn some various ways companies can implement solutions through SF for different use cases. This particular use case has the following needs: Often times a customer ...
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507 views

Cases are not being created using email-to-case [closed]

Good day, everybody! The Email-to-Case service is currently experiencing an odd difficulty. It has worked flawlessly up to this point, but now the email is not open new cases in Salesforce. -Is there ...
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281 views

Trigger on EmailMessage to update Case field

I have a custom field called 'Last_Email_Status__c' on Case object. Now whenever an EmailMessage record is created or updated, I want to copy the value of the 'Status' field from the EmailMessage ...
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How to convert an incoming email HTML body into a Content Document?

I have a use case where the HTML body of an incoming case email is needed as reference on several different objects. It would be easiest to just convert the email body to a Content Document, but how ...
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1 vote
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Winter 21 release ''Disabled Ref ID and New Threading Behavior for Email-To-Case" [closed]

When I enabled this critical update on my sandbox, I am facing some issues even though I have disabled it. The issues are as follows: 1.The auto-response email is missing under the case feed. 2....
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How to send response email

I have an scenario where only few emails can be accepted to create case in my email-to-case routing. I need to send response email when I received an email which is not mentioned in Accept Email from ...
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getCaseIdFromEmailHeaders() is returning NULL

I tried to manually execute the following in Apex Anonymous and the result is returning NULL Case ID. Does anybody know how to use the new case header method? List<Messaging.InboundEmail.Header> ...
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Issue with attachment in EmailMessage created via Apex trigger

I have a logic in EmailMessage trigger to create a new case when customer replies to a closed case. If the case is closed, I am cloning the case record to create new case. Since we cannot reparent ...
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Is there a way to tell whether an email was forwarded in either the Case or EmailMessage Object?

I'm working on a particular project and need something to happen once an email in a case in Salesforce is forwarded. I tried to use 'Status' in the EmailMessage object and the related Case object, but ...
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1 answer
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How do you create a new Case using On Demand Email-to-Case upon forwarding the case to a new Email-to-Case?

I'm working in an org that's requesting a new case be generated whenever an Email-to-Case is forwarded to another department which also happens to be an Email-to-Case email. This means that 2 cases be ...
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