Email-to-Case message intake
Key Takeaway
Email-to-Case first checks whether an incoming email belongs to an existing case. If it finds no match, it creates a new case, and the routing address settings decide who owns the case and how it is labeled.
Email-to-Case turns emails that customers send to your support address into cases in Salesforce. Your email system forwards each message to an email services address that Salesforce generates. Email-to-Case then either adds the message to an existing case or creates a new case. When it creates a case, it uses the settings on the routing address to decide who owns the case and how it is labeled.
How to turn on Email-to-Case
- Before you turn on Email-to-Case, an admin with the "Customize Application" permission should pick a Default Case Owner and an Automated Case User on the Support Settings page in Setup. Creating email templates for service reps to use in replies is optional but recommended.
- Go to the Email-to-Case page in Setup and select "Enable Email-to-Case".
- Select "Enable On-Demand Service". The on-demand service lets Salesforce process your incoming emails and keeps email traffic outside your network's firewall.
Turning on Email-to-Case also creates the Send Email quick action.
You can't disable Email-to-Case after you enable it. After that, you can only change its settings.