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Configure Email-to-Incident for IT Services
Automatically convert incoming emails into new incident records, manage threaded email conversations, and send email responses directly from the incident record.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
| User Permissions Needed | |
|---|---|
| To set up Email-to-Incident: | View Setup and Configuration |
Use Email-to-Incident to capture incoming email requests as incidents and automatically associate related email replies with the original incident, creating a single conversation thread. Service reps and employees can view incoming and outgoing email conversations in the incident feed and send email responses directly from the incident record.
- From Salesforce Go, go to Incident Management.
- In the Turn On Incident Management section, next to Turn on Email to Incident, click Review.
- Click Edit.
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Select any of these additional settings, if needed:
Setting Description Enable Email-to-Incident with AI Uses LLM models to extract the subject, description, impact, and urgency from the email. Save Email to Incident Attachments as Salesforce files Saves each attachment as a Salesforce file on the incident record. Delete Duplicate Email Attachments Links each duplicate email attachment only once to the incident. - In the Routing Address Details field table, click New.
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Enter a display name and routing email address for the routing configuration.
The routing email address is the email address that users will send emails to.
- In the Incident Details section, set default values for Impact and Urgency to High, Medium, or Low.
- Save your changes.
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