Loading

Email-to-Case attachments don't get attached to the created case record

Date de publication: Apr 30, 2026
Description

    When using Email-to-Case in Salesforce, attachments included in inbound emails are captured by Salesforce but may not appear in the location the user expects on the Case record. The visibility of these attachments depends on two factors:

    1. Whether the user is in Salesforce Classic or Lightning Experience
    2. Which Email-to-Case attachment settings the Salesforce Administrator has enabled

    This is expected behavior — attachments are not lost, but may require navigation to a different related list or require an administrator to enable the appropriate setting.

     

    Résolution

    Email attachment visibility in Email-to-Case depends on the Salesforce experience and the administrator-configured settings. Review the relevant scenario below.

    Salesforce Classic Behavior

    In Salesforce Classic, attachments received on inbound emails processed by Email-to-Case are shown in the inbound email's Attachments related list. They are not shown in the Notes and Attachments (or Files) related list on the Case record itself.
    To view the attachment, the user must navigate to the Emails related list on the Case, open the specific inbound email, and view the attachment from there.
    If attachments are not appearing even in the email's Attachments related list, consider the following:

    • A Salesforce trigger may be moving the attachment to a different location.
    • A custom email service may be handling attachments differently.
    • The org may have Email2Case Premium (a partner package) installed, which handles attachments separately.

    Lightning Experience Behavior

    In Lightning Experience, attachments are handled differently based on administrator settings:

    • Default behavior: Attachments received on inbound emails are shown on the Email Message record's Attachments related list.
    • If "Show Email Attachments in Case Attachments Related List" is enabled (Setup > Support Settings): Email attachments also appear in the Case Attachments related list. An email icon displays next to the file to indicate it came from an email. A Source column also appears in the list view.
    • If "Save Email-to-Case Attachments as Salesforce Files" is enabled (Setup > Email-to-Case Settings): Attachments are stored as Salesforce Files and appear in the Files related list on the Case record.

    Administrator Settings That Affect Attachment Visibility

    Salesforce Administrators should ensure the following related lists are included on the Case Page Layout to avoid confusion for users:

    • Attachments related list
    • Files related list (if storing as Salesforce Files)
    • Emails related list (to access Email Message records)
    Numéro d’article de la base de connaissances

    000384447

     
    Chargement
    Salesforce Help | Article