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.

Salesforce can automatically create a case when an email is sent to one of your company's support email addresses, such as support@company.com. Your organization can set up Email-to-Case or On-Demand Email-to-Case to efficiently resolve and correspond with customer inquiries via email.

Salesforce allows you to choose which option is best for your organization.

Email-to-Case

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.

Email-to-Case requires downloading the Email-to-Case agent. This allows you to keep all email traffic within your network’s firewall and accept emails larger than 10 MB. You must install this agent on your local machine before Salesforce can process your company’s support emails.

On-Demand Email-to-Case

On-Demand 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. On-Demand Email-to-Case allows you to process customer emails up to 10 MB in size.

Unlike Email-to-Case, On-Demand Email-to-Case uses Apex email services to convert email to cases, without requiring you to download and install an agent behind your network's firewall. Use On-Demand Email-to-Case if you’re not concerned about keeping email traffic within your firewall, and you don’t need to accept attachments larger than 10 MB from customers.

Useful Documentation

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