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

Date de publication: Jun 11, 2026
Description

This article explains why emails sent from a Salesforce Case show a "no-reply" From address instead of the customer's original email address, and how to correct the email routing configuration to resolve this.
Scenario: An organization has an Email-to-Case routing address of "support@xyz.com". When a customer sends an email from "John.Doe@gmail.com", the case is created successfully. However, when an agent tries to reply from the Case record, the From address shows "no-reply@xyz.com" instead of "John.Doe@gmail.com", preventing the agent from replying to the correct customer address.
On-Demand Email-to-Case is a Salesforce feature that converts incoming emails into Cases by routing emails from a support address to Salesforce. The routing method — forwarding vs. redirecting — determines what From address is preserved when the Case is created.


 

Résolution

This issue occurs because the email server rule is configured to forward incoming emails rather than redirect them. When emails are forwarded, the original sender's From address is replaced with the forwarding address (such as "no-reply@xyz.com"). When emails are redirected, the original customer From address is preserved.

How to Fix: Change Email Routing from Forward to Redirect

To preserve the original customer email address, configure your email server rule to redirect (not forward) emails to the Salesforce Email-to-Case Service address.

  1. Access your email server's rule configuration (for example, in Microsoft Exchange or Google Workspace Admin).
  2. Locate the existing forwarding rule for the support email address (for example, "support@xyz.com").
  3. Change the rule action from Forward to Redirect so that the original sender's From address is passed through to Salesforce.
  4. Save the updated rule and test by sending a new email to the support address.

After the change, new cases created from inbound emails show the original customer email address as the From address, and agents can reply directly to the customer.
Note: For detailed steps on creating redirect rules in Microsoft Outlook, see Use rules to automatically forward messages.

Ressources supplémentaires

Use Rules to Automatically Forward Messages — Microsoft Support

Numéro d’article de la base de connaissances

000380554

 
Chargement
Salesforce Help | Article