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Email to Case in Salesforce

Learn how to set up and use Email to Case in Salesforce to convert emails into support cases automatically. Improve customer service with easy automation.

Email to Case in Salesforce
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What Is Email to Case in Salesforce?

Email to Case in Salesforce is a feature that turns incoming customer emails into support cases. It helps support teams track, manage, and respond to customer queries all in one place. This feature improves response times, reduces manual data entry, and ensures nothing falls through the cracks.

This automation allows companies to offer faster and more consistent support while reducing the workload on service teams. Instead of checking multiple inboxes, support agents can handle everything from within Salesforce.

You can use Email to Case in two ways:

1. On-Demand Email to Case

  • Uses Salesforce's cloud-based email service.
  • No installation is needed.
  • Supports attachments up to 25 MB.
  • Easier for most businesses to configure and maintain.

2. Email to Case with Agent

  • Requires installing a small agent on your local server.
  • Supports attachments over 25 MB.
  • Keeps emails behind your company's firewall, ideal for industries like healthcare or finance requiring added data protection.

Key Features

  • Automatically create a case from incoming emails.
  • Include email content and attachments in the case.
  • Route emails to specific teams or queues using routing addresses.
  • Maintain the full email conversation within the case feed.
  • Set up auto-responses and assignment rules to save time.
  • Link follow-up replies to the original case using threading.
  • Customize case fields based on sender, subject, or keywords.

These features help streamline operations and allow support agents to prioritize and resolve cases more effectively.

Step-by-Step: How to Set Up Email to Case in Salesforce

1. Enable Email to Case

  • Go to Setup in Salesforce.
  • In the Quick Find box, type and select Email to Case.
  • Click Edit.
  • Check the box to enable Email to Case.
  • (Optional) Also, check Enable On-Demand Service to let Salesforce process emails directly.
  • Click Save.

2. Create a Routing Address

  • In the Email to Case settings, click New Routing Address.
  • Fill out the form with:
    • Name: A label for this email source (e.g., Support, Billing).
    • Email Address: The address customers will send messages to.
    • Case Owner: The user or queue that will receive the case.
    • Case Priority & Origin: Choose how new cases are labeled.
  • Click Save.
  • Open the inbox for the routing address and click the verification link sent by Salesforce.

Routing addresses help sort incoming emails by topic or department. For example, you can use different addresses for technical support, billing inquiries, or product feedback.

3. Configure Your Email System

  • Set up your external email system (like Gmail, Outlook, or Microsoft 365) to forward messages to the Salesforce-generated service address.
  • This step is key without it, emails won't reach Salesforce.
  • Ensure that SPF, DKIM, and other authentication settings are correctly configured to avoid email delivery issues.

4. Test the Setup

  • Send a test email to your routing address.
  • In Salesforce, check if a case was created successfully with the email content and attachments.
  • Confirm that the case was assigned to the correct queue and that automated replies were sent (if configured).

Email Threading

Email threading links incoming and outgoing emails to the correct case, ensuring the full conversation is visible and easy to follow.

Salesforce uses reference IDs in the subject line and email headers to identify and attach emails to the correct case. Starting with Spring '23, Salesforce offers Lightning Threading, which improves accuracy and eliminates reliance on email headers that some systems may strip.

This makes it easier to manage conversations over time and prevents duplicate case creation.

Advanced Configuration Options

You can extend the capabilities of Email to Case with additional Salesforce features:

  • Auto-Response Rules: Send automatic replies to confirm receipt of the customer's email.
  • Case Assignment Rules: New cases are assigned to specific teams based on rules (e.g., product type and region).
  • Email Templates: Use branded, consistent messaging for auto-replies and agent responses.
  • Macros and Quick Text: Allow agents to insert pre-written responses, saving time.
  • Flows and Automation: Build custom workflows for follow-ups, escalations, or alerts.

Use Cases for Email to Case

Email to Case works well for many business scenarios, including:

  • Customer Support Centers: Manage support requests and reduce email overload.
  • Billing Departments: Handle payment or invoice-related queries.
  • Product Returns and Feedback: Automatically log return requests and gather user feedback.
  • Compliance or Legal Inquiries: Centralize and track sensitive communications.

Benefits of Email to Case

  • Faster Case Creation: There is no need to create cases manually.
  • Better Tracking: Keep email conversations and files linked to the right case.
  • Consistent Service: Automatically route and respond to customers based on rules.
  • Improved Team Efficiency: Agents can focus on solving issues, not entering data.
  • Secure and Scalable: Choose between On-Demand or behind-firewall options.
  • Improved Visibility: Managers can view case volumes and response times.
  • Stronger Customer Satisfaction: Customers get timely responses and better support experiences.

Common Challenges and Tips

  • Email Delivery Issues: Make sure your email system is configured correctly. Use verified domains and check SPF/DKIM settings.
  • Duplicate Case Creation: Avoid duplicates by setting proper threading settings and reference IDs.
  • Agent Overload: Use assignment rules and queues to distribute cases fairly and reduce response time.

Conclusion

Salesforce's Email to Case feature is valuable for helping customer service teams stay organized and respond faster. Whether you're handling simple inquiries or complex cases, it allows your team to work smarter by centralizing and automating case creation.

Enabling Email to Case and configuring it to your business needs can help you provide faster, more consistent customer service. This feature is scalable, customizable, and suitable for businesses of all sizes.

Dadich Rami
Salesofrce Consultant and Project Manager

Dadhich Rami is an experienced professional with over 8 years in the tech industry, specializing in both Android development and Salesforce solutions. He began his career as an Android developer, focusing on creating user-friendly and efficient mobile applications. Over time, Dadhich expanded his expertise to Salesforce, where he has customized and optimized CRM systems to meet diverse business requirements. Alongside his development skills, Dadhich now works as a project manager, leading teams to successfully deliver projects that are on time, aligned with business goals, and equipped with the right technical solutions. With a strong background in both development and project management, Dadhich is dedicated to producing high-quality work and bringing innovative ideas to every project he undertakes.