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
217 views

Case origin updated automatically whenever customer replies

whenever a customer replies to an email that we send through salesforce using the XXX@gmail.com email address it is causing the case origin to be changed to email. This should not happen. The case ...
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1answer
3k views

Email to case routing address wont create Case in salesforce

We have a scenario to create a email to case in salesforce. After creating hte email to case foe the specific shared mailbox the user has verified the email. I have provided the routing email to the ...
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1answer
195 views

How to get get Case Email Thread in Visual Flow?

I'm trying to send email notifications when someone enters a Case Comment. Since there doesn't appear to be a way to do this via configuration, I have create a Visual Flow that will create a Case ...
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1answer
101 views

How to copy attachments sent with an email from child case to master case

I am developing a functionality where I need to copy emails(emails+attachments) from a child case to parent case on merging. Right now what ever I have developed I achieved copying emails from child ...
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1answer
68 views

Email to Case, How to update the Same Case?

Requirement : A case is created from Email to Case when a customer orders the Item. Now the user in salesforce works on it get the data and saves in an excel sheet and generates a Number say Serial ...
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2answers
2k views

How to send email alert as email-to-case when case is closed?

I am able to send email alert when case is closed. But the email alert NOT showing in email messages at case related list: The email when case closed is marked as 'CASE CLOSED' in email subject: ...
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1answer
1k views

Predefined Field Value “From Address” not getting set on Email Case Action

After learning that the QuickActionDefaultsHandler interface doesn't work with Lightning Experience, I tried to implement the suggestion found in the comments of this answer, which is to set the ...
4
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1answer
91 views

Changing Email service address after turning on My Domain

My company's org have Email to Case enabled and our email service address is support@bunchofletters.naXX.case.salesforce.com. We are planning to move to Lightning and, of course, create my domain. But ...
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1answer
1k views

How to view standard field mapping and how to add custom field mapping in Email-to-Case?

I am able to view case fields mapping like below: There is only: case owner case priority case origin case record type But how to know if there is more field mapped in case object. For Example: ...
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1answer
400 views

How can I know if a case has unread emails?

I've been thinking about using the "Status" field on EmailMessage for this. However I noticed that when the user accesses the email page the record has its status updated from 0 to 1 (unread to read), ...
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1answer
181 views

Email to Case and queue assignment

I have created a queue and gave email for the queue. I have also added users to the queue. My 2 requirements are: 1) whenever a user is added to queue he should be sent an email alert. 2) In email-...
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1answer
158 views

Bulkifying trigger on Email Attachments

I created a trigger that copies all incoming email-to-case attachments to Files so that users can select these's files when forwarding emails etc. The code I have so for is: trigger CaseAttachment on ...
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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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1answer
550 views

Can I edit the TextBody of EmailMessage object when registering a case from Email-to-Case?

Can I write a 'after insert' trigger on EmailMessage object to edit the TextBody of incoming Mail? Is it possible in Salesforce?
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2answers
1k views

How to prevent by creating case from perticular email address (email-to-case)? [closed]

Any emails from Business Intelligence usersnotallowed@invalidemail.com to toaddress@onemail.com mailbox should not create an email to cases.
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1answer
708 views

How to set Email Service Address on Email to case routing addresses

I need to create case from incoming emails. I have email to case already setup in my org. It says routing is verified, but i do not see any value in Email Service Address. How do i test this.
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1answer
47 views

Email to Case Query

I need to do some processing after case gets created through Email to case. What are possible ways to do processing on case created through Email to case ? 1.After insert trigger 2.Process Builder 3....
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2answers
78 views

Re-open a closed case when a new comment is added

We are usinng Email-To-Case features and periodically, when clients do not answer to the thread, we close the cases. It happened few times that the client answered later and we missed the client ...
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2answers
514 views

Email to Case inbound mesasge [closed]

Is there a possible way to capture the inbound message of Email to Case salesforce the must manipulate it first. Thank you so much for this matter.
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1answer
784 views

Replies to auto response email are not being attached to case?

We use service cloud to manage our support. The auto response email when any case is created goes out from support_autoresponse@xyz.com as the from email address but the actual email address is ...
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1answer
375 views

Automatic forward email

Hi guys need your help I am new sf development can u help me in automatic forward email in salesforce using apex for example a user from outside salesforce send email to a case if the subject of the ...
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1answer
36 views

Is it possible to route an email2case from one mailbox with threadid to other as a different case with the same mail chain?

Need some help for the below scenario : Scenario 1 : We have 6 different email2case mailboxes, where the customer sent an email to wrong mailbox and a case was created and the representative who ...
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1answer
524 views

Email-to-case: Ignore Automatic Reply emails without sending an email back to the account

I have read all questions on this and nothing has worked for me. I created a before insert trigger and tried this: for(Case c : Trigger.new) { if(c.Subject.contains('Automatic reply:')) { ...
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1answer
67 views

Copy Values from Case Description Field to custom fields on Case

I have an email to case where a person sends a template containing specific values to a particular address that creates a case in salesforce. I want to pick up the values from the case description ...
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0answers
33 views

Not able view the Japanese characters as an attachment in Case

In my org , the Email to Case is handled by Apex Email Service. Whenever i create the record by sending email and In the case record , I'm able to see the Japanese character in the detail page. But in ...
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1answer
85 views

create case from bcc email

Is it posible to create case from bcc email address ? When mail send to the email service address copied in BCC , it need to create case in salesforce. Can any one suggest me is it posible ? Please ...
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1answer
554 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,...
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1answer
43 views

how to send email to the case related contacts after created record in case object where case priority(medium,High,low)

We have condition: If case priority will be Low than need to send email case related contact after 30 minutes. If case priority will be Medium than need to send email case related contact after 1 ...
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1answer
944 views

How can I add a Case Comment to a case with email-to-case?

I've tried multiple things, but I can't seem to add Case Comments to my cases through Email-to-case. At the moment I have done the following: Enabled email-to-case and added a routing address in ...
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1answer
339 views

Case Closed Date/Time will return to its original Closed Date/Time

Can someone help us please. The requirement is, once the Closed case was reopened and then Closed it again the Closed Date/Time should return to its original Closed Date/Time when the case was closed ...
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1answer
143 views

Is it possible to update the Salesforce's Auto Response Rules' Rule Entries in bulk?

I need to update the "Sent From (Email)" of all the rule entries in Case Auto-Response rules. Is it possible to do that all together since I have 400+ rule entries using Data Loader or some other ...
0
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1answer
456 views

Auto populate TO field for send an email button

I have created a custom "Send an Email" button using the URL below for case Object. Is there a way to add to this to Auto-populate the "To" field to be the email address from Custom object? /_ui/...
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1answer
33 views

Populate cases based off Case ID instead of Reference ID?

Is there a way to populate cases based off CaseID instead of ReferenceID? So if a customer sends in an email without the Reference ID, but it still has the Case ID, it updates the correct case, rather ...
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1answer
843 views

soql query on case

I actually need a soql query to fetch those case records in which the incoming emails from email to case are more than one in the related list of case. One criteria is that the subject of the email ...
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1answer
211 views

Email to case issue: Finding actual email id for which case is getting created

I am sending one email to two address abc@outlook.com and abc1@outlook.com and both the address are on TO section. for both the address email 2case has been setup. Salesforce is creating two cases. Is ...
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0answers
421 views

UNABLE_TO_LOCK_ROW, unable to obtain exclusive access to this record(For Email To Case bulk creation)

I have read all the previous question that was asked with the same subject in Stack exchange, However I could not find solution that fit me. We have a bulk E2C created from a third part system named ...
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0answers
264 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
193 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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2answers
2k views

Email to Case (on demand) forwarding via Outlook rules

I am having trouble to forward e-mails coming into my Outlook Exchange Inbox into the Salesforce environment (creating a case). I have managed to do this in Gmail, since it's fairly easy to do so. ...
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0answers
2k views

Email to case is not creating case

I have set email to case, Verified email address. Although when I forward test email directly to the salesforce generated email address(for email to case) it is not creating case within my ...
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1answer
114 views

Set From name to running user while sending email using Organization - Wide address

We use cases internally, and are looking to personalize our outbound case responses to display the From Name of the live human who is actually responding to the ticket. We must use our email-to-...
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0answers
84 views

Test method fails only when being run synchronously from the Dev Console [duplicate]

My test method will pass when "Always Run Ayschronously" is checked. Test method will pass when being run through the UI. Test method will pass when being deployed via ANT with testLevel="...
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1answer
148 views

How can I use the same content file document in subcase without reinserting the same

I have a parent case on which three files are uploaded; now while creating the sub case from the related case section, these attachment should automatically visible in the subcase as well. One ...
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1answer
51 views

Avoiding email2case spam when customers email helpdesk email and CC their coworkers

Users are emailing helpdesk@org.com and CCing their coworkers. Then when the coworkers Reply All, there is no Ref ID (the unique ID that references the case) and another case gets created. Anyone ...
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1answer
48 views

Need to optimize multiple soql queries while assigning the case back to queue?

Here the scenario is when ever the case is closed, am trying to clone the case and sending it back to the queue. so, Please review the below mentioned code and add your suggestions to replace multiple ...
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1answer
593 views

Close Case If No Reply Within 48 Hours?

How can I handle if customer doesn't reply within 48 hours of email sent to him and close the case automatically?
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0answers
39 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 ...
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2answers
547 views

Trigger to create a new case, whenever there is a new email tag on the closed case in the email2case?

Closed Cases – When a case is closed and a new email comes from customer in the same mail chain, user wants a new case to be created and tagged with the information of the previously closed case. (...
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1answer
88 views

Integrating Email2Case with Office 365 [closed]

I have searched here using keywords such as e2c, office 365, authentication tna. My query concerns integrating our Java Email to Case agent with Exchange Online in our Office 365 tenant. ...
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2answers
793 views

How to alter Parent id of an email in email to case

I have email to case implemented However I want that if a case status is resolved and email is sent to same ref id then instead of having that email attached to same previous case , a new case is ...