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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5
votes
1answer
436 views

Custom InboundEmail handler - check if message is an automatic reply

I've implemented a custom inbound email handler for some departments using email-to-case, and we would need to avoid autoreply messages or automatic generated messages to create cases or trigger other ...
1
vote
1answer
2k views

Test class for mimicing email to case functionality

I'm wondering if anyone can help. I have an after insert trigger on a case that needs to check for the case's from email address and based on certain conditions perform different actions. We have ...
0
votes
2answers
388 views

How to change the message date of an email in Salesforce

I have just attached a bunch (non-scientific term!) of emails to a case by using the case ref in the email subject header. However, they are all saved with the same date even though i received them in ...
1
vote
3answers
955 views

re parenting an email to another case

Sometime I get emails from a customers in reply to a resolved case. They actually report a new problem but since they use reply, the email is being associated to the old case. Is there a way to ...
2
votes
2answers
404 views

Increase Salesforce Workflow Email Limit?

Based on the Salesforce documentation, the Email Limit for Workflow is 1000 per user licence per day or 2,000,000 whichever is lower. We are currently exceeding that limit. What I would like to know ...
0
votes
0answers
54 views

Disable Customer Notification For New Cases

We are trying to use Cases in a slightly different way. I'm looking for a way to prevent the notification that is sent to the customer when a case is first created. Does anyone know how this can be ...
0
votes
1answer
7k views

Email-To-Case, Set Field Values When Email Arrives

Cannot find any example of guide to this either here on in SF's "help"... When using Email-To-Case, is it possible to add (workflow I would assume) a value to other field(s) on the Case when it's or ...
3
votes
2answers
117 views

Adding a Product automatically to a Support Case submitted via Email2Case

We have many products that we support. Each of these products have a queue within SFDC that have cases submitted to it via EMail2Case. At the moment cases come through via email with significant ...
2
votes
1answer
117 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, ...
1
vote
0answers
720 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.
4
votes
1answer
193 views

Triggering code on sObject Child Relationship actions

I have a scenario in which I would like to fire off some Apex functionality when an Attachment is inserted from an EmailMessage object (that is received via Email-to-case). The trouble is, it does ...
1
vote
2answers
578 views

Is there a way of adding emails to a case from within MS Outlook

Is there a way to add an email to an existing case easily from within Outlook? I am using MS Outlook 2010
0
votes
0answers
449 views

Email2Case attaching to the wrong account

I am having an issue with a user that is using email2case and the case created is being assigned to a particular account to which the email address is not associated (there is no contact with that ...
6
votes
2answers
5k views

is there a way to stop creating cases for bounced or OOO emails?

I have implemented email to case. Is there any possibility of stop creating case for bounced or out office emails as we are using same email address(routing address) as from address for workflow & ...
3
votes
0answers
344 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 ...
1
vote
1answer
361 views

Case feed unable to auto include CC list & email template unalble to load body text

Hi i have case feed & email to case enabled in my salesforce org. i have a situation where my customer send in email to my routing email and CC some other ppl. In case feed, when i select answer ...
2
votes
4answers
6k views

Remove available “from” addresses on “send an email” page

When clicking on the "Send an Email" button on the emails related list on cases, you get the page of the same name. On this page, there is a field to select the From address. How can you remove some ...
9
votes
2answers
1k views

Salesforce new IP addresses issue

So about a month or so ago, Salesforce released a new list of IP addresses that needed to be whitelisted. See the knowledge article below for a full list of the IP addresses https://help.salesforce....
2
votes
1answer
514 views

Case creator when creating a Case from outlook side panel

I'm using the outlook side panel and I've added two outlook email routing addresses for two users that want to open cases from the panel. While, when they create a case they are being assigned the ...
2
votes
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' ...
1
vote
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 ...
3
votes
1answer
682 views

Service Cloud Console: Data Not Available Error while replying to case via email

In Sandbox:- Create a case via 'Email To Case'. However, when user tries to answer via email(using service cloud console), following error is coming. Strange enough, case can be answered via 'Portal'...
3
votes
1answer
308 views

Syncing email replies back to a case in Salesforce

I'm wondering if it is possible to sync email replies to cases back to Salesforce natively? I know that when I send an email from a case, it places a unique ID in the footer and if I send it to the ...
3
votes
2answers
2k views

Is there a way to find out case created from which email-to-case?

I have a email-to-case which shared the Record type from other group. I need to itendify the cases which is specifically created for our team and populate the some field values. for alternative ...
2
votes
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 ...
14
votes
3answers
13k views

Trigger on Case EmailMessage

I have a customer that wants to have a field on the case updated when a user sends an email from a case. For simplicity sake, let's just say we need to put some string into a custom field each time ...
1
vote
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 ...
4
votes
5answers
4k views

Sending case emails from queue email address by default

Salesforce sets the from address as each users own address by default. This means that responses from the clients go to the users own mailbox, not salesforce. Instead, we would like the from address ...
3
votes
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, ...
0
votes
1answer
2k views

Copy Case email attachement to case attachments

I'm using the standard Email2Case functionality, I'm also using an apex class that copies the email content into a case comment. What I'd like to add here is copying the email attachment into a case ...
3
votes
1answer
3k views

What does the Email-to-Case agent do when the email is on 2 different contacts?

As far as I can see, it does not try to associate the email to either contact, since it has no way of knowing which is the right contact. I can't find anything about this behaviour in the help docs ...
1
vote
2answers
7k views

Case Emails - Thread ID - Replies coming back to the case

I've been researching online to verify this, and then tested this morning, and I'm confused as to why it works this way. Could someone please verify if I'm just missing some extra step? An email ...
3
votes
1answer
333 views

Email to Case question

I am hoping that someone can help me with this. I had this request today and I just have no idea if it is possible. Thanks in advance. (We use e2c premium) If someone emails support@ourwork.com and ...
2
votes
2answers
246 views

EmailMessage trigger - does it ever happen in bulk?

I need to write some trigger logic under EmailMessage. Out of habit and good coding practice, I did it is "bulkified". However, an interesting thought came to me. Do I really need to make it run in ...
4
votes
3answers
3k views

Is it possible to attach a case notification email reply to the case as a case comment?

Is it possible to have users' email replies to case notifications attached to that case as a case comment? I've looked pretty much everywhere, and even asked Salesforce support but no luck, they just ...
1
vote
2answers
2k views

Account name not populating when Email2Case is used

When users choose to create a case from an email it does not auto populate the Account name in the Case form. It works fine if you view a customer and create a case from the detail view page but not ...