Configuring Email-to-Case

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:

  1. Go to the Administration Setup Page in Salesforce.
  2. On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Customize and then Cases.
  3. In the expanded list of items, click Email-to-CaseEmail-to-Case Settings appears.
  4. Click Edit. Email-to-Case Settings appears in edit mode.
  5. Select the Enable Email-to-Case and Enable On-Demand Service check boxes. Click Save. Your changes are saved and Email-to-Case Settings appears in read mode.
  6. In the Routing Addresses section at the bottom of the Email-to-Case Settings page, click New. Email-to-Case Routing Information appears.
  7. Provide the following information:

    FieldDescription
    Routing NameThe name of the routing address. For example, Email to case routing.
    Email AddressThe 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 PriorityThe 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 OriginThe 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.