Turn Support Emails into Cases Automatically with On-Demand Email-To-Case
Email-to-case feature in Salesforce enables you to convert the emails received at your support email address into cases. You can then inject these emails-turned-cases in your organization’s customer support queue and follow a systematic approach to track & resolve it.
Here is how the process works
Email-To-Case comes in two flavours
- Email-To-Case
- On-Demand Email-To-Case
Here’s a quick comparison of both features.
| Email-To-Case | On-Demand Email-To-Case |
|---|---|
| Desktop client required | Desktop client not required |
| Keeps email traffic inside network’s firewall | Keeps email traffic outside network’s firewall |
| Accepts emails larger than 25 MB | Refuses emails larger than 25 MB (including header, message & attachment) |
| Max. no of emails converted to Cases each day is 2500 | Max. no of emails converted to Cases each day depends on number of user licenses multiplied by 1,000, up to a daily maximum of 1,000,000 |
For the purpose of this blog post, we will go with the 2nd option – On-Demand email-to-case. On-Demand Email-To-Case uses Apex Email services. Setting it up is very simple. Just enable it, specify the support email address, set up forwarding in your email system and you are good to go!
Next time when your customers send an email to your support email address, a Case will get created automatically in Salesforce and Case fields will get populated. The support reps can reply to emails from within Salesforce so there’s less switching between the apps. The setting ‘Insert Thread ID in Email Subject’ adds the thread ID to the subject of email. The thread ID is a unique identifier that identifies the organization and Case associated with the outgoing email. It helps ensure that replies to the original email are associated with the correct Case.
That’s enough of talking! Let’s learn how to convert emails into cases in under 30 minutes
References:
- Set Up On-Demand Email-to-Case – Help Article (15 mins) – https://help.salesforce.com/articleView?id=customizesupport_ondemand_email_to_case.htm&type=5
- Configure Routing Addresses for Email-to-Case and On-Demand Email-to-Case – Help Article (15 mins) – https://help.salesforce.com/articleView?id=customizesupport_configuring_routing_addresses.htm&type=5
December 17, 2021 @ 1:40 PM
What is the max time to verify the email in Email-to Case?
January 10, 2022 @ 11:38 PM
“Verify the email in Email-to Case?” – Not sure what you are referring to Raghav. Can you please clarify.
December 3, 2021 @ 4:09 AM
Are able to do the email threading for other object other then case object ?
December 4, 2021 @ 4:52 PM
Hi Harshita, there is not out-of-box functionality in Salesforce for this. But you should be able to achieve this through custom code using Apex.
September 22, 2021 @ 1:33 AM
Hello #ohana! I set up Email-to-Case. I have a specific email address and verified it but cases are not being created however if I use the long SFdc email address, the case is created. Any idea how to resolve this?? Thanks a bunch.
September 23, 2021 @ 7:50 AM
Hi Rachel, if sending email to long SFDC email address is creating case, then there is some issue with forwarding the email from specific email address to long SFDC email address. You will need on investigate with your email admin on whether the forwarding is working correctly or not. Please also take a look at the URL https://help.salesforce.com/s/articleView?id=000324022&type=1 for other suggestions.
March 27, 2020 @ 4:44 AM
Amazing post on email-to-case. Just a quick question. In addition to the scenario explained i need additional feature. What would be the optimum solution?
If the case status is Cold, i want to route it to tier 1 team
If the case status is Warm, i want to route case to tier 2 team
If case is hot, I want to route it to Manager . How do i achieve this ?
April 1, 2020 @ 6:00 AM
Hi Sourav, you need to leave the ‘Case Owner’ field blank under the routing address in the email-to-case set up. If it is blank, then case assignment rules will fire to assign the cases based on the criteria. Please refer to URL https://help.salesforce.com/articleView?id=000313256&language=en_US&type=1&mode=1 for more information