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 do we send bell notification for incoming emails on Cases
I have a requirement where I need to send custom bell notification in Salesforce when Case owner is changed or customer send any email on the case. I am able to send custom notification on owner ...
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Email to Case -Image not showing in Case record
Hello All,
I have OOB Email-to-Case process. I have a flow to copy HTML Body from
EmailMessage object to Case -> Description field(RichText). In
EmailMessage object I see the Image showing ...
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How to auto-respond to the forwarded Email-to-Case email?
When I create new Cases using the Email-to-Case the email which creates the Case has the forwarding email address created by Salesforce as the From. So, how do I send an auto-reply to the original ...
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Problem with automated Einstein Case Classification
We have a custom Case field Cause, which is a picklist. This field is a good candidate for Einstein Case Classification. We have created and trained a model for several months. The suggestions seem OK,...
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How did you support email forwarding in your past or current orgs with E2C set up?
Issue: E2C set up for Queue A receives email and creates Case. Email is forwarded to another address with E2C set up for Queue B but remains in Queue A.
How did you support email forwarding in your ...
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How to create a Apex Trigger to reassign record ownership of Email-to-Case Attachment and Files to Case Owner?
In our Org, Email-to-Case Attachments are also stored as Files. And that the default owner is an Admin. When a case with an attachment is reassigned to another user (non-admin), the attachment ...
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How we can give access of a case to predefined case teams
After creating Case Roles and Predefined Case Teams, I can't see any option to Assign the Case to the predefined case team.
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Email-to-Case Not Producing New Cases
We have an Email-to-Case setup for an email address ([email protected]). We have our HR dept send an email to the IT dept upon the hire of new employee in order to initiate the creation of a ...
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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.
...
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212
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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 ...
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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 ...
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170
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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 ...
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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 ...
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335
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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-...
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282
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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
...
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173
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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 ...
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222
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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 ...
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135
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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 ...
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155
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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 ...
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146
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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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223
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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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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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179
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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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204
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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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107
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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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327
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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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296
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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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497
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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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509
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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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155
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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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2k
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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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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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295
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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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83
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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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126
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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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160
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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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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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374
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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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252
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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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3
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591
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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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550
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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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