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Unable to reply to an email from a case to a 'No-Reply' From-address

Udgivelsesdato: Nov 22, 2023
Beskrivelse
Let us assume that an organization has an Email-to-Case support routing address of "support@xyz.com". When a customer sends an email to it using From address "John.Doe@gmail.com", the case is successfully created but the customer sees "no-reply@xyz.com" instead of the original email address "John.Doe@gmail.com" and due to this, they are unable to reply to the email from the case record.


 
Løsning
1. On-Demand Email-to-Case works by creating a support email address and creating a rule in your email server to route the emails to the Email-to-Case Service address in Salesforce.

2. If the routing of emails is not configured correctly by forwarding instead of redirecting the emails, the From address of the support email address is used when the case is created.

3. Instead of forwarding the emails, create a rule to redirect the emails. It was also explained on the below article: 'Use rules to automatically forward messages'.
Vidensartikelnummer

000380554

 
Indlæser
Salesforce Help | Article