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
58 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
383 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
638 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
301 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
35 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
403 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
62 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
31 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
72 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
422 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
41 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
764 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
261 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
109 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 ...
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1answer
378 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
32 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
662 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
194 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
368 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
240 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
160 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
1k 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
95 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
77 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
108 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
45 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
47 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
432 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
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 ...
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2answers
409 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
78 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
677 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 ...
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1answer
89 views

Trigger to update case picklist right after creation

I am trying to set up a round robin distribution for cases for the support team. I found a great app on the exchange it is free that will do everything I want but the issue is we are using service ...
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2answers
1k views

email to case download link and routing addresses

I'm trying to understand how the Email-2-Case works. I thought I would start with installing the agent but the download link in the help docs sends me back to the same help page. Are there any ...
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1answer
476 views

Email2Case - Create new case on replies after X amount of days

Use Case: I currently have a workflow to re-open tickets after they're closed, but I've found this is causing some reporting anomolies as some customers are reopening cases that can be weeks old. ...
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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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1answer
70 views

Save email as email rather than attachement

if I send an email to Salesforce, the record is saved as an Activity (goes into my Unresolved Items and I then choose what object to attach it to), whereas if I use emailtocase the record is saved as ...
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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
461 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 ...
3
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1answer
444 views

Email to Case Premium with Sales Cloud License

Can I install and use Email to Case Premium App without having the Service Cloud License. I have a client that only has Sales Cloud and want to use some of the Cases functionality. Thanks Sanchit
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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
48 views

Disable replying to cases from personal emails

New case is created and assigned to a support queue, users from tech team re assign cases to themselves but I want to make sure all the emails are going from support email address instead of their ...
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1answer
47 views

Create case records from report or Spreadsheet?

Is there way to create automatic case records in salesforce? We have requirement where user has to manually create case by looking at the spreadsheet date and they are very identical records. As there ...
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0answers
19 views

Additional To is showing only coworkers email

I have setup email to case and case is creating fine. Issue with forward or reply on the mail. I can not add email address in Addition To box. When I clicked on lookup it shows only coworkers emails. ...
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0answers
88 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 ...
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3answers
546 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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1answer
2k views

Email notification on customer response to case comment

I want to send an email to the Case Owner if a Customer responds to a case comment via email. Is there any out of the box setting? Or do I need to write a trigger?
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0answers
80 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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1answer
165 views

Masking sensitive info in EmailToCase feed

I have written apex trigger codes on both Case and EmailMessage objects, which are both fired by before insert events. They run pattern and matcher classes to block several possible formats of a ...