Email-to-Case is a Salesforce feature in which Salesforce creates a case when someone sends an email to a configured email address. For more information about Email-to-Case, see Salesforce help.
To configure Email-to-Case, perform the following steps:
Provide the following information:
Field | Description |
---|---|
Routing Name | The name of the routing address. For example, Email to case routing. |
Email Address | The inbound email address. This is the address that customers send emails to. Emails sent to this address result in Salesforce creating corresponding new cases. |
Case Priority | The value assigned to the Priority field on the new case when created. You might have multiple email addresses that a customer can use—one address for urgent support requests, and another for general queries. |
Case Origin | The value assigned to the Origin field on the new case when created. |
Click Save. A dialog box appears informing you that you must verify the provided email address. An email is sent to the address you provided for verification. Your changes are saved and Email-to-Case Routing Information appears in read mode.
Salesforce creates an Email Services Address. Configure your email system to forward emails received at the address you specify in the Email Address field to the Email Services Address. |