When a customer sends an email to report a problem, Salesforce automatically creates a case record from that email. The subject of the email becomes the case subject, the email body becomes the case description, and the customer’s email is linked to the case.
This helps support agents manage, respond to, and track customer issues directly from Salesforce without manually creating records.
In this Salesforce tutorial, we will learn about email-to-case in Salesforce and how to enable and set it up.
Email-To-Case in Salesforce
Salesforce is one of the most powerful and used customer relationship management tools. To deliver the best customer service, the case object helps the admin note complaints and issues.
However, the problem is that there are multiple ways to send their complaint, either by phone, email, or the web, and because of this, there may be a chance that the user handling the cases in Salesforce may have noted something wrong or incomplete information.
The biggest problem is that this process is time-consuming because cases must be manually entered from this source. To resolve this problem, Salesforce has a feature called email-to-case that automatically converts emails to cases.
Email-to-Case in Salesforce automatically populates the fields in the cases object from the customer’s email regarding their complaint. This process saves the user’s time noticing the complaint and enhances customer support service.
It can be used even if your org has more than one support email address, and also register the case with an attachment. To convert the email to cases in Salesforce, there are two methods:
- Email-to-Case
- On-Demand Email to Case
Let’s understand the difference between the two methods before you proceed with email-to-case.
Difference between Email-to-Case and On-Demand Email to Case
| Email-To-Case | On-Demand Email To Case |
|---|---|
| To convert your case to email using the email-to-case method, Salesforce needed the agent installed on the network firewall. | If you use the on-demand email-to-case method to convert the case to email, you do not require any agent to be installed; it uses the Apex server. |
| There is no use of API, and even case-to-email conversion converts the email to cases that have more than 25MB of data, including header, footer, body, and attachment. | In the case of on-demand email-to-case, you need the API to create a case from an email, and it also has the disadvantage of refusing emails with more than 25MB of data in them. |
| The advantage of using the email-to-case method is that it accepts attachments larger than 10 MB and keeps the email traffic within the firewall. | Whereas if you use the on-demand email to case, it takes attachments only up to 10 MB and does not keep the email traffic with the firewall. |
Email to Case Routing Address
As email-to-case converts emails to cases automatically, it is necessary to define which email addresses customers who perform the conversion process automatically can use.
So, the email-to-case routing address is the address that automatically converts emails received from customers regarding their complaints based on the routing address’s settings.
You can have more than one email address as the routing address; you only need to create an email address and add it to the routing address. Once you mention the email as the routing address, it verifies it and provides you with an email service address on which you get emails that convert the email-to-case in Salesforce.
Before you set the routing address, you need to enable the email to case in Salesforce.
Set Up Email-To-Case in Salesforce
Below are the steps to enable email-to-case in Salesforce.
Navigate to the Setup, search for Email-to-Case in the Quick Find box, and click on it.
On the email-to-case setup page, check the checkbox Don’t show me this page again and click on the Continue button.
Then, click on the Edit button to enable the email-to-case settings.
Check the following checkboxes to enable the email-to-case settings.
- Enable Email-to-Case.
- Notify the case owner of new emails.
- Enable HTML email.
- Set the case source to email.
- Save Email-to-Case attachments as Salesforce files.
After that, check the checkboxes for the following settings under send emails from cases section.
- Send emails via external services.
- Insert thread ID in the email subject.
- Insert thread ID in the email body.
- Place user signatures before email threads.
Then, check the checkboxes for the following settings under the On-Demand Service.
- Enable on-demand service settings to convert emails to cases or add them to existing cases.
- Select the Bounce Message in the over-email rate limit action. It quickly send the email back to the sender.
- Select the Discard Message in the unauthorized sender action. It handles emails from the blocked senders and discards unauthorized sender emails.
Then, click on the Save button.
In this way, you can enable the email to case in Salesforce.
Salesforce Email to Case Setup
Below are the steps to set up the email-to-case in Salesforce.
After you enable the email-to-case settings. Scroll down to the Routing Addresses section and click on the New button to start creating the email address and add it into the routing address.
Enter the information in the required fields as per the requirement.
| Source | It is already set to Email2Case to show that routing is used to set for Email-to-Case. |
| Routing Name | Enter the name of the routing so you are able to know the purpose behind the routing. |
| Email Address | Enter the email address that is used for converting email to case. |
| Save Email Header | If you want to save the email header with the case, check this checkbox. Each email header takes up to 15 KB of storage space and 32,000 characters. |
| Accept Email From | If you want to receive emails only from specific email addresses or domains, enter them here. Otherwise, it accepts emails from all the emails and domains. |
| Create Task from Email | If you want to create a task automatically, from an email when case is submitted. It also assigns a task to the automated case user specified on the support settings page. |
| Task Status | Set the status of tasks when emails are converted to cases. For this, Create Task from Email must be selected. |
| Case Owner | Enter the owner of the case. It could be a User or Queue. |
| Case Priority | Specify the priority of the case. By default, it is set to the Medium. |
| Case Origin | Choose the origin of the case; it could be Phone, Email, or Web. |
After that, click on the Save button to set up the email-to-case.
The email-to-case is successfully created. You will not be able to activate the email routing address until it is verified. For this, click on the Verify option next to the email address.
An email will be sent to the email address you enter for verification; click on the Continue button to proceed. Open your email inbox, open the email, and click on the link to verify.
This link will expire 72 hours after you receive this message. Then, click on Continue to proceed.
In this way, you can set up email-to-case settings in Salesforce.
Conclusion
I hope you have understood how to enable and setup the email-to-case in Salesforce. I have also explained to you about email-to-case and routing addresses in Salesforce. Moreover, I also differentiate email-to-case and on-demand email-to-case in Salesforce.
You may like to read:
- How to Send Email Alerts using Workflow Rule in Salesforce
- How to Send List Emails in Salesforce Lightning
- How to Create Case Auto-Response Rule in Salesforce
- Add Image to Email Signature in Salesforce
I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us.
