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
2k views

How to update parent Case when updating EmailMessage

Long time reader first question :) I have a before insert trigger on EmailMessage, but I also need to update the Parent Case - which works fine. I believe I have to use before insert as I am updating ...
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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 ...
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0answers
37 views

Effective email with Salesforce

We would like our employees to send emails starting from an Account/Contact/Lead (not from cases) and be able to handle answers from clients. Our current setup includes: A different email address ...
3
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0answers
346 views

What API to use to retrieve EmailToCase settings in Apex Class?

Metadata API has mention of Settings, CaseSettings & EmailTocaseSettings but is that the way to go? Can it be used in Apex code to get/set 'default case owner', 'defaultCaseUser' etc? May be it's ...
3
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0answers
125 views

Email 2 case comment - how to remove the original email

I'm creating a case comment from an inbound email. The created comment already contains the original email (see below). test reply 2 On Wed, Jun 19, 2013 at 10:12 AM, Support wrote: Dear itay, ...
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0answers
24 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 ...
2
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1answer
64 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 ...
2
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0answers
33 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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0answers
151 views

Email2Case : How to edit the subject of the reply/Forward email

Once we created an Email to case,Salesforce will create a Case, In the Emails related list of the case contains the original message. What I need to know is; Is it possible to change the email ...
2
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1answer
192 views

Email-to-case exceeds the data storage limit

My Org primarily capturing correspondence by Email to case, The Inbox receives large amount of emails, that exceeds our data limits. Need to find a solution. We need to retain some data for compliance ...
2
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1answer
3k views

Email To Case-To Populate account and contact fields in case object based on existing Email Id In Contacts

How do I auto populate the Contact and Account fields in the Case object based on an existing contact when given an Email-ID. I'm encountering situations where the contact is populating properly but ...
2
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1answer
214 views

Update from address in auto-email reply for cases submitted through portal

When a customer creates a new case in our customer portal, our standard web-to-case email template is used to send an auto-reply with general information about the new case. We use the same email ...
2
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1answer
118 views

How to “lock” From email address to 1 address depending on case record type

Could you please advise if there is a way to "lock" From on Send an Email page related to a case record. I have multiple email2case instances setup in SF. When case is created from an incoming email, ...
2
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0answers
64 views

No handleMessage method, in new sforce-partner-api versions' PartnerConnection class( For Email2Case Agent)

I was using PartnerConnection class' handleEmailMessage method(old sforce-partner-api version) for EmailToCase Agent. Now I am using sforce-partner-api-29.0.0 jar but there is no PartnerConnection' ...
2
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0answers
84 views

Pulling CC data to assign records using Email-to-case

I've been using Email-to-case with success, but I'd love to know if there's any way to pull the name or email of someone who's CC'd on a case into Salesforce. Right now my assignment rule looks at ...
1
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1answer
15 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 ...
1
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1answer
27 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 ...
1
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1answer
19 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 ...
1
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1answer
25 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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0answers
60 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 ...
1
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1answer
38 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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0answers
89 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
568 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
90 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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0answers
44 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
42 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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0answers
246 views

Moving email attachment from Inbound email to Case

I was going through Sample Questions on Salesforce Integration Architecture Exam Guide. I came across this Sample question. Universal Containers implemented email-to-case to allow customers to email ...
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0answers
174 views

Email Service implementation - Inline Images appear as 'Inline Image 1'

I have an Email Service set up to implement the Messaging.InboundEmailHandler interface. For Cases created through my Email Service, the images in the sent email appears as 'inline image 1' and ...
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0answers
35 views

Can I trigger a click action when an email to case case is submitted?

When an email to case is generated for a specific case origin, I would like to also trigger a click action to a URL that is coded to create an external case in a different system. Note: this URL is ...
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0answers
34 views

Change template 'user created this case' in case feed view

Is it possible to change how this appears in case feed view in both Service Console and Classic View? Google didn't help at all
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2answers
45 views

Generic web email address for emal2case routing

We have Email 2 case set up but have started using a Doc Scanning solution for customer orders that then forward different outcome notifications to salesforce. We are having issues identifying the ...
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0answers
92 views

Auto-response Email is forward back into Salesforce and creating a New Case

When a customer send an email to my contact center, email-to-case, an auto-response email is send to the customer. The issue is that this auto-response email is being sent back to Salesforce and ...
1
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3answers
562 views

Using addError() in before trigger and sending mails

Configured Email-to-case in case object, so whenever email is send to specific address my trigger will check for contact based on supplied email, if not there case should not created email should send ...
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0answers
83 views

Forwarding from One Email to Case Address to Another

We have a number of email to case addresses, sometimes customers will send to the incorrect address so our users want to be able to forward to the another address. However, doing this maintains the ...
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0answers
297 views

Case is not creating in salesforce using email to case functionality from user with @sfr.fr e-mail addresses

when user send email to salesforce using email to case functionality it should create new case. But for certain usres its not creating case in salesforce. For example When user send mail to xyz@test....
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0answers
57 views

Please help : Functionality similar to Email2Case

We have a requirement of creating custom object records on sending mail similar to Email2Case. Email2Case creates Case object on sending email, can we have a custom object record on sending email? ...
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0answers
668 views

Is it possible to add the Case Number to manual emails automatically?

I'm looking for a way to automatically include the Case Number in the subject line of an email when one of our agents starts a new email thread from a Case. I know this can be done manually, however ...
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0answers
275 views

Stopping emails sent due to error/validation firing in Case trigger

Currently we have a validation rule on Case to stop spam emails from creating cases. When this validation fires, it stops the case from being created but an email notification is delivered to the ...
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1answer
35 views

case should be opened under that contact

I am a bit new in salesforce so I am sorry If the question is silly. I want to make a rule that if I have a new case opened by an address that already belongs to a contact in the system , the case ...
1
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1answer
62 views

Remove an available option from the “From” for Case Emails?

Our Support Manager is set as the default user for our Support Cases. When he goes to send an email it defaults to 'Managers Name' Is there any way to remove this option all-together? Both ...
1
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1answer
372 views

notification for email to case using salesforce for outlook

When we're adding case to salesforce using outlook tool and it's creating case perfectly to the queue but it is not giving/prompting any email notification when case is being added using same ...
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0answers
32 views

Automatically load From adress on mail, when “Answer customer” button is pressed

I have multiple mail-adresses which leads to the same queue in Service Cloud. When I answer the customer, by pressing the Feed View button "Answer Customer" I can load a specific template through apex ...
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0answers
153 views

Test Class: How to Create an Outbound EmailMessage?

Is it possible to completely replicate in a unit test creating an outbound emailmessage record against a Case? By that I mean including the Task creation. I've tried the below in a test class (and ...
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0answers
387 views

how to move an inbound email message from one case to another

We received an email from a customer that was attached to the wrong case (there was an incorrect case ref in the body of the email). Is there a way of moving the email record to the correct case?
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1answer
426 views

How to Retrieve current case id when the trigger is fired?

The problem is when status is closed in case.New case should be created.But the problem is it gets more cases whose status is closed with the parent id.I need the case which is closed for ...
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1answer
1k views

Allowed file formats in email to case attachments

Is there any specific allowed file formats on email to case...Can users have any kind of attachments while sending email to case. for example: .exe files,.mov,.avi.. Does Salesforce restrict certain ...
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0answers
723 views

Email status displays “Read” instead of “new” for all received emails in case object

Whenever a case is opened,Email status displays "Read" instead of "new" for all received emails in case object. New emails are also displayed as read.
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0answers
178 views

looking for overview and best practice for email to case

I am looking to understand the "email to case" functionality offered by Salesforce.com, including an overview of what is the best process to use when implementating it and using it on a day-to-day ...
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0answers
68 views

when customer is editing case, this returns to queue

when editing cases the case returns to mail to case queue. The case owner looses the case to the queue when editing. This problem only happens with email-to-case cases. By assignment rules with 4 ...
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1answer
13 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 ...