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Turn On Email-to-Case
Get your company ready to automatically turn incoming email messages into cases by enabling Email-to-Case and the on-demand service.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To enable and set up Email-to-Case: | Customize Application |
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Before you enable Email-to-Case, take care of some configuration tasks.
- (Optional but recommended) Create email templates for service reps to use when replying to an email. These templates can include merge fields that show information from the original email or case in the reply. For example, in a template in Lightning Experience, include the Case Number merge field so that Email-to-Case can offer that information to the customer for their future reference.
- From the Support Settings page in Setup, select a Default Case Owner and an Automated Case User. When you add routing addresses, you also have the option to add custom case ownership preferences that override the default ones.
- From Setup, enter Email-to-Case in the Quick Find box, then select Email-to-Case.
- Click Edit.
- Select Enable Email-to-Case, and click Save.
- Select Enable On-Demand Service and click Save. This setting allows Salesforce to process your incoming emails.
Note Enabling Email-to-Case creates the Send Email quick action. After you enable
Email-to-Case, you can’t disable it, but you can update the Email-to-Case settings.
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