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Account name and Contact Name does not populate from Email to Case

Knowledge Article Number 000206288
Description When a case is created from Email-To-Case, contact and account name is not populated on the case.
Resolution 3 reasons contributing to this are:
  • The email did not match any Contacts - To resolve this do a global search and then add a new Contact as needed
  • The email matched more than one Contact  - Change the email address to ensure that no email is used in more than one contact
  • The email is not in the standard email field - Salesforce does not match with emails created on custom email fields. Hence ensure that standard email field in contact gets populated

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