Provide Web Forms with Web-to-Case

View supported editions.

Setting up a web form works this way.

• Step 1: Set your case submission preferences in Setup.
• Step 2: Decide which case fields to include in your form—for example, Contact Name, Phone, or a custom field.
• Step 3: Using a tool in Setup, generate the form in HTML.
• Step 4: Add the HTML to your website to make the form visible to customers.

When a customer submits the form, they receive an automatic email letting them know you’ve received their request. You can use a template to customize the text of this email. At the same time, a case is created in your org to track the request. Whenever possible, the case is automatically linked to the relevant contact and account based on the customer’s email address.

With a Web-to-Case form, you can generate up to 5,000 cases per day, or more if you request a higher limit. That’s 5,000 fewer calls to your support team! You can also add reCAPTCHA v2 to your web form to filter out spam cases. Note that Web-to-Case doesn’t support attachments or rich text fields.

• Supported Editions for Web-to-Case
  Learn about the Salesforce editions and user interfaces that support Web-to-Case.
• Prepare for Web-to-Case
  Before setting up your web form with Web-to-Case, complete these steps.
• Turn On and Customize Web-to-Case
  Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. To set up Web-to-Case, enable the feature, create and customize your web form, and add the form to your website.
• Default Salesforce Go Settings for Web-to-Case
  To quickly start using Web-to-Case, we recommend turning it on in Salesforce Go. When you do that, these settings become active.
• Generate and Test Your Web-to-Case Form
  Generate HTML code that can be inserted into your company's website to capture cases in a web form. Whenever someone submits information using the form, a case is created.
• Prevent Spam Cases with reCAPTCHA
  We recommend adding reCAPTCHA v2 to your Web-to-Case web form to prevent spambots from wasting service reps’ time and muddying your case data. The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a case.
• Web-to-Case Guidelines and Limits
  Review guidelines and limits for Web-to-Case, which lets you add a form to your website that customers can use to report issues.