Case Collaboration in Salesforce Help

Who can add a Case Collaborator?

Case Collaborators can be added by the primary Case Contact on the Case (usually the person who opened the Case) or by users in the organization who have been designated as Salesforce Help administrators for the organization. The Case Contact (user creating the Case) can't add themselves as a Case Collaborator.

How to add a Case Collaborator

1. Access your Support Case in Salesforce Help.
2. Click the Details tab.
3. In the Case Collaborators section, click the pencil icon.
4. Search for a contact to add, then click the desired result.
5. Alternatively, insert an email address and click the Add button. This can be used to add a collaborator from outside your organization.
6. Click Save.

Note: You can hover over each added case collaborator to determine if they are or aren’t an active contact in your organization. To see this information in video format, watch: How to Add a Case Collaborator to Your Support Case in Help and Training .

Case Collaboration Considerations

How Collaborators Receive Emails

• Each case collaborator receives case update emails directly from Salesforce (system@salesforce.com).
• Collaborators are not included in the "To" or "CC" fields of emails sent to other contacts or collaborators. The email notifications are sent individually to each recipient.
• Because of this, using "Reply All" will not work to communicate with other case collaborators. Your reply is sent only to the unique case update email address to be logged as a case comment.

• You and all case collaborators added to a case will receive an email when the case is created and when comments are updated. All emails are sent from 'system@salesforce.com'. Make sure to add this email address to your address book to ensure you receive these emails.
• Case Collaborators can be added or removed at any time by the person who logged the case.
• If a Case Collaborator is added after the case has been logged, all previous case comments will be visible to them in the email they receive.
• When you respond to emails, retain the 'reply to' address. The 'reply to' email address will be unique for each case but will look something like: email2help-en_US@qmbypdihw0dki9buqvufod4s.3xsfgeas.3.apex.salesforce.com
• Emails sent to 'HelpTeam' will not be processed.
• Case Collaborators will not see the case they’ve been added to when they log in to the portal; they will only receive email updates for the case.
• If a Case Collaborator attempts to access the case using a direct link from an email notification, they will encounter an "Insufficient Privileges" error. This is expected behavior, as Case Collaborators do not have direct access to view cases within the Salesforce help portal.
• Any case contact can add and remove a case collaborator to/from their case.
• Any Help portal admin for the account can add or remove themselves as a Case Collaborator.
• Any Help portal admin can also add or remove any other valid contact as a Case Collaborator.
• A Case Collaborator can be searched by their user record's name or email address.
  • If users are not returned in search, the expected users may need to first Navigate to the Help Portal from within Salesforce so the necessary contact information is created in Salesforce's customer support orgs.
  • "This person is not an active user in your Salesforce org" is displayed if you're currently logged into the Help Portal in the context of a user, org, or account where an active user record with a matching email address doesn't exist. See H&T Portal - Manage All Orgs Page for more details.
  • Despite the conditions above, case collaborators can be still be added by clicking the result displayed after typing the email address into the Case's Collaborators field.
• Attachments added to cases will be sent via Email-to-Case contacts and Case Collaborators.
• When replying to a support notification over email, the email must be sent from the address of the case contact or the address of a Case Collaborator for a comment to be added to the Case.