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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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3
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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
599 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
91 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
838 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 ...
1
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1answer
94 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 ...
3
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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 ...
1
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1answer
629 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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39 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 ...
1
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1answer
82 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
2
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2answers
552 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
515 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
48 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 ...
0
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0answers
49 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 ...
0
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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
111 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
667 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 ...
0
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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
87 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 ...
2
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1answer
195 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 ...
1
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0answers
303 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....
8
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1answer
592 views

How to store (or ignore) Base64 images in emails processed by email-to-case?

We're getting the following error when receiving an email containing a Base64 encoded image directly in the html: Invalid data specified, the provided data does not seem to be a valid image: [B@...
0
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1answer
158 views

Reply to a new case with description included in email response by default

When I create a case with email2case functionality and go into a case feed view and click reply or reply all - initial description is attached to email response. There're some issues we experience ...
2
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2answers
2k views

Workflow Email Alerts Not Log In Email Related list of Case

Scenario: Whenever the case is created one workflow will fire and it will sent an email alert to the contact email of case. This is sending email to contact email as per designed but it is not logging ...
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1answer
111 views

Reparent Attachments from Email record to parent Case Record following EmailtoCase

Whilst the question of how has been asked and answered numerous times and indeed we have implemented the solution to clone the Attachment record. My question is concerning the deletion of the ...
3
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1answer
290 views

Email2Case: How to stop OOO replies updating cases

This might be a known issue but I am unable to find any answers at present. When an agent sends an email from a case which includes the case thread, we are trying to stop OOO from triggering a case ...
2
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1answer
915 views

How is the “From” field populated in the Case Feed Email (Answer Customer) Publisher?

We are using Case Feed and Email To Case. I am trying to figure out what the default value of 'From' is, it seems to be different from Case to Case.
1
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1answer
457 views

Is there a way to determine if EmailMessage has reply

I'm after finding a way to know if a EmailMessage object has a reply? I have tried to use Trigger after insert but I do not see its picking. Any other better way? when the user response to email-to-...
2
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1answer
91 views

How do you find out EmailTemplate selected in Case or EmailMessage

Is there a way to find out what Template user selected when sending an email? I was looking at it in the EmailTemplate object field called TemplateType this will give you either Text' orVisualforce` ...
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0answers
44 views

Email services functionality failing for yahoo working fine in creating case

I am using email service which is working fine for google and other although fails for yahoo. I have tried debugging but unable to capture anything inside the debug log. Although the case is been ...
2
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1answer
388 views

Track number of Calls/Emails from Case

I would like to track on how many Calls and Email Sent/Received on Case.We have enabled email 2 case and sending emails using Send an Email button(Emails related list) on Case and Logging calls from ...
0
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1answer
276 views

Yahoo Mail ID not working for email services

I am using email services and created a custom code. It works for all google or any personal domain. But the issue occur as when I use yahoo email address , I am unable to receive. Is there any ...
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2answers
1k views

Auto Populate To Field - Reply to Email2Case

I have implemented email-to-case. The new case can be opened in Service Console tab. Now when i am trying to email from the service console, I would like to have To field auto populated with the email ...
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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? ...
2
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0answers
168 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 ...
0
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0answers
239 views

BCC Support Address not showing up in debug logs in Salesforce

I setup Email to case in my Salesforce Org with two emails. I need to filter to which email the customer replied and handle this in logic accordingly. So i sent an email to one of the two emails ...
0
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1answer
1k views

Email to case Settings - Comments REPLY-TO Address

I was testing case comments, and noticed that every time a case comment is created, the customer gets an email notification about the comment. When the customer replies to that email (comment ...
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3answers
2k 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?
1
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1answer
2k views

Email 2 Case trigger

Trying to setup a trigger to fire on the EmailMessage for Email to case to set a few custom required fields we have on case. I've seen other examples of people using what I have below, but I can't ...
1
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0answers
731 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 ...
0
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2answers
280 views

Code coverage issue, covering all methods but getting 64% coverage

Can somebody point what I'm missing or help me with code coverage here, I covered all methods written in class in test class and still getting 64% code coverage which is not letting me deploy changes ...
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0answers
75 views

New Case Alert triggered when existing Record edited

Anytime a Case's fields are edited, our Salesforce's instance will send out a 'New Case Alert' even though that Case is pre-existing, and a user only edited the record. We have an Email-to-Case ...
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2answers
403 views

issues updating the IsExternallyVisible flag on email message

We have a trigger on before insert of an EmailMessage to check the contacts in the from, to and cc and based on that, determine if the mail message should be visible to externals. The code itself ...
0
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1answer
532 views

Validation rule or lookup filter - Incoming Case (On-Demand-Email-to-Case)

I'm using On-Demand email to case. For automatic case creation from incoming email on several email adresses. I have extended functionality to enable automatic creation of contacts based on other ...
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1answer
549 views

Sending wrong email template when case is closed

I have assigned case close template in support settings and i have created auto response rule given rule entry when case status is closed send a case a closure email template.I am manually selecting ...
1
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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<...
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1answer
2k views

Email to Case setup using Microsoft exchange and office 365

Can anyone please guide me or provide some links that helps to setup an email to case. I know how to configure email to case and working perfectly using gmail. I have installed email to case agent ...
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2answers
1k views

Change Case Owner to a Queue with trigger Email2Case

I have a trigger that will populate 3 fields on a case when created with email2case. The case owner needs to be a queue. I've tried a couple of different things but it's not populating. The logs ...
1
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1answer
335 views

if we can use Email Services instead of Email-to-Case, but still use the Ref ID/Thread ID

Email Services addresses do not show up when selecting the FROM drop-down when sending an email from a case record. Therefore, it does not allow us to use the Thread ID or Ref ID, which means our ...