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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2answers
27 views

Pre-Define value for ToAddress When Sending email from Case - Email Action?

I am working on the on service cloud so it is very important for our agents to send email from case and they always use it to send emails. For that I have created email action and added this to ...
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24 views

Exception by domain - Email and Case workflow

We have email-to-case. Every customer email into a case generates a case comment, which is then mailed back to the customer using workflow rules as confirmation of the update. One customer doesn't ...
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1answer
62 views

Email loop false positive

At the end of each month, one of our clients sends us a bunch of emails related to invoicing (~120 emails). Each email has the same subject and body, but a different attachment. The emails are sent ...
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1answer
49 views

Non-selective query error Email-to-case Contact.Email Deterministically Encrypted when dup emails

Given: Over 200,000 Contacts with emails Contact.Email is deterministically encrypted - case insensitive All Contacts encrypted Two contacts have the same email address foo@bar.com E2C executes ...
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15 views

Customers not receiving emails with attachments

We just implemented Email-to-Case and we are facing this issue in our Salesforce Production environment. When agents are replying to customers with email attachments, they emails are not being ...
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1answer
52 views

Omni Channel Supervisor not showing assigned queues for an agent

We have setup Omni-Channel routing for cases in our ORG. Everything was working fine since last week. But today when we tested- if we add an agent to a queue directly to the queue OR add to a ...
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1answer
24 views

How I can add Account name from Subject of Email to Case

Here is a question regarding Email to Case. In my org, we use Email to Case. The Subject of email-to-case is like : "Credit Hold : (ABCDEFGH ) : Sales Order : 1236589kmjl456" Where ABCDEFGH = Account ...
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1answer
37 views

Append text to an EmailMessage before the message is sent?

Background: I am trying to implement Email2Case as efficiently as possible for my company, and one of our current issues/gripes with it is that Salesforce has no native ability to parse only the "...
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19 views

Question on Email Replies for Email to Case

I am hoping someone can help with this. I have email to case set up with the thread id in the subject and description. The issue I run into is that when a customer sends in an email cc'ed one of ...
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1answer
38 views

How to obtain trigger log from Email2Case?

I have a trigger on EmailMessage that is looking at newly inserted emails sent for Email2Case, and parsing the text for certain trigger words and updating the case if found. This has been working, ...
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12 views

Email_to-Case Technical Flow Diagram

Could you Please share any Resource /site where I read the technical Order of Email-To-Case Flow like what happens when Emails comes to Salesforce ,what Happens when case is created at which Event we ...
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2answers
137 views

Case Assignment rules not working when I use “Email Message: To Address”

I am trying to route emails to specific queues based on Incoming Email ID example Email coming to abc@xyz.com routes to abc queue Email coming to def@xyz.com routes to def queue and so on When ...
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1answer
20 views

Is there any way to send an email from Apex to Email-To-Case, with dynamic from address instead of Running User

I have a form, where the user will fill all the information. Once the record gets created I wanted to invoke the Email-To-Case by passing record Id as the subject. Here, I wanted to set the From ...
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1answer
64 views

Enable Default Email Templates in Case Feed is not working

I am trying to enable the default email template selection logic as per the salesforce provided document - https://help.salesforce.com/articleView?id=case_interaction_default_templates.htm&type=5 ...
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2answers
58 views

Email to Case - Reassign Email Attachments (coming in as Files) to the parent Cases in Classic

We have a situation where some users have migrated over to Lightning and turned on Email to case, with any attachment that comes in being converted over to Files. This works well to show files under ...
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24 views

Email sending from Sandbox is Inconsistent

In one of our sandbox, we are testing some funcationality which sends the email from workflow when ever a case with specific subject is created. But the problem is email sending is very inconsistent i....
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1answer
27 views

How to track deletion of Files (Content Documents) in Case Feed?

Customer is using Email2Case, configured to store email attachments as Files (Content Document/Version/Link). They specifically will allow agents to delete these files, as they get many unneeded ...
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1answer
19 views

How To get Emails from Sales force Support when Due to some Reason Email-to-case is not working

How to get Detailed Email from Sales-force Support that Email-To-Case is failing and unable to create Cases either too many large address in To address field etc. I know About Apex email so don't ...
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0answers
39 views

ParentId on EmailMessage is not writable?

We have a business scenario where an incoming EmailMessage sent to a closed Case, should be automatically reparented to another case that's Opened. The logic would achieve this by modifying the ...
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1answer
42 views

What is the proper usage of a field that is prefixed with “Source”? Ex: Source.ToAddress

I'm trying to create a formula field on the Case object. I would like to store the email addresses in the original email that caused the creation of the Case (Email-to-Case). When I use the Insert ...
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1answer
94 views

Email-to-Case Case Description too long

On case creation from an email2case process, the case description gets populated with a text version of the email. In the scenario of when the inbound email email is large, I was expecting the text ...
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1answer
21 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
72 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
34 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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33 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
40 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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0answers
122 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
45 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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21 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
52 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
41 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
48 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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1answer
75 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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0answers
143 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
38 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
98 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
58 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
95 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
859 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
53 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
74 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
617 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
122 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
87 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
138 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
554 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
50 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
51 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 ...