Troubleshoot with Inbound Email Snapshots | Salesforce
Troubleshoot with Inbound Email Snapshots
Take a snapshot of inbound email messages so you can more easily troubleshoot inbound email errors.
Available in: Salesforce Classic and Lightning Experience
Available in: All Editions except for Database.com
User Permissions Needed
To request, view, download, and delete email snapshots:
“Modify All Data”
Inbound email snapshots capture a copy of inbound email messages, helping you diagnose issues with email services such as Email to Salesforce, Email-to-Case, and Apex email services. Request a snapshot by specifying criteria for the email’s To and From addresses, and when an inbound message meets that criteria, the snapshot records a single copy that you can view and download. The email itself is processed normally without alteration. Snapshots contain the:
Inbound email service address
Date and time of the snapshot
Full message contents, including headers and attachments
To enable inbound email snapshots, contact Salesforce.
To access inbound email, from Setup, enter Email Snapshots in the Quick Find box, then select Email Snapshots.
To request an inbound email snapshot, enter criteria for the To address (required) and From address (optional). Then click Request Snapshot.
The requested snapshot is added to the list of Pending and Completed Snapshots. When an inbound message meets your specified criteria, we take a snapshot and complete the request.
To view a completed snapshot:
View snapshot details
Click Show Details to see when the snapshot was taken, the sender’s address, and the inbound email service address. Click Hide Details to collapse the details section.
Download the snapshot
Click Download then either open the email as a .txt file or save it to your computer.
Consider these tips when using inbound email snapshots:
You can have a maximum combined total of 25 pending and completed snapshots. Delete some to free up space for new snapshots. You can delete any pending or completed snapshot, even if someone else originally requested it.
Deleted snapshots are permanently deleted. They’re not moved to the Recycle Bin.
When specifying criteria for the To address, keep these tips in mind.
The criteria apply to any of the addresses specified in an email’s To, CC, or BCC fields (not only the To field).
Inbound email service addresses always end in salesforce.com.
You may want to look up the addresses your organization uses. This table summarizes where to find them.
Type of inbound email address
Where to find addresses
The user’s unique Email to Salesforce address
From the user’s personal settings, enter Email to Salesforce in the Quick Find box, then select Email to Salesforce to view the unique address assigned to them by Email to Salesforce.
Email routing addresses for Email-to-Case or On-Demand Email-to-Case
From Setup, enter Email-to-Case in the Quick Find box, then select Email-to-Case to open the Email-to-Case settings page. View the Routing Addresses section.
Your organization’s email service addresses
From Setup, enter Email Services in the Quick Find box, then select Email Services, then the name of an email service.
You can use an asterisk (*) wildcard in both the local-part of the email address (the part before the @ symbol) and in the domain-part (the part after the @ symbol). Spaces, commas, and semicolons aren’t valid characters. Each address field can contain a maximum of 255 characters.
If you want to request more than one snapshot with identical criteria, click Request Snapshot multiple times.
If you believe that a snapshot should have completed but it still shows Pending status, try refreshing the page.
Snapshots don’t expire. If no inbound emails match the specified criteria, a requested snapshot remains in Pending status indefinitely. Completed snapshots persist until you delete them.