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.

Filter by
Sorted by
Tagged with
3
votes
1answer
682 views

Service Cloud Console: Data Not Available Error while replying to case via email

In Sandbox:- Create a case via 'Email To Case'. However, when user tries to answer via email(using service cloud console), following error is coming. Strange enough, case can be answered via 'Portal'...
6
votes
2answers
5k views

is there a way to stop creating cases for bounced or OOO emails?

I have implemented email to case. Is there any possibility of stop creating case for bounced or out office emails as we are using same email address(routing address) as from address for workflow & ...
4
votes
0answers
2k views

Email To Case - Duplicate Cases

Have an interesting problem with Email To Case setup, scenario is User A sends an email to a support mailer and copys User B on it. Auto response would go to User A. If User B picks up the first email ...
0
votes
1answer
186 views

Is it possible to have a web-to-case pretend to be an email-to-case?

What I mean by the title is that email-to-case gives an email message in the case, to which you can easily reply to. Web-to-case just seems to fill out a bunch of fields per your choosing, but I was ...
14
votes
3answers
13k views

Trigger on Case EmailMessage

I have a customer that wants to have a field on the case updated when a user sends an email from a case. For simplicity sake, let's just say we need to put some string into a custom field each time ...
9
votes
2answers
1k views

Salesforce new IP addresses issue

So about a month or so ago, Salesforce released a new list of IP addresses that needed to be whitelisted. See the knowledge article below for a full list of the IP addresses https://help.salesforce....
4
votes
1answer
428 views

custom Email Service - inline images appear as '[Image is no longer available]' upon Reply/ReplyAll

I recently completed a customized Email Service, to replace Email-To-Case, which handles duplicates by matching the incoming email subject with existing cases. As part of the InboundEmailHandler class,...
2
votes
1answer
1k views

Getting the case email reference code

When I send an email to a recipient from a case within Salesforce, the recipient's email subject contains a unique code generated by Salesforce. This code is used by Salesforce then for routing the ...
2
votes
2answers
467 views

Disable assignment rule(s) and default owner when using email-to-case?

I have a scenario where Case Owner is changed only using Apex code, rather than through assignment rules + default owner. We've been able to make it work for a couple of different Case creation ...
2
votes
1answer
2k views

Difference between Email Address and Email Services Address - Email2Case

I have configured Email2Case in my dev org as shown below. I would like to understand the difference between "Ëmail Address" and "Ëmail Services Address" and can I send an email to the service address ...
1
vote
1answer
746 views

email to case interchanging case emails between salesforce orgs

If I raise a case, e.g., no 12345, for a customer and then send an email from the case to the customer, the case (email-to-case) ref. is included in the subject of the email. The recipient is also a ...
1
vote
1answer
2k views

Cloning attachment from Email Object to Case Object

I have the following Apex Trigger on the EmailMessage object (cases to email): trigger EmailMessageTrigger on EmailMessage (after insert) { List<CaseComment> CaseComments = new List<...
1
vote
1answer
157 views

How can I send a specific support ticket auto response based off of recipient email address?

I have Salesforce configured for email-to-case. We have multiple email addresses customers can send to: support@foo.com support2@foo.com support3@foo.com. I'd like to send back a unique initial case ...
0
votes
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=...
0
votes
3answers
1k views

Case.Thread_Id, is Thread_Id a field on Case object?

Case.Thread_Id When is Thread_Id value generated? I tried accessing it through SOQL and Apex and SFDC complains and throws error. How do I access Thread_Id in apex?
0
votes
3answers
2k views

Cannot get Workflow/Trigger to identify Read Email on Case object

I'm facing a problem when I try to implement a functionality that lets users see if there is a unread Email on a Case, indicated by an icon in a formula field. I have a workflow rule that adds the ...