Salesforce: Email Recipient List Does Not Show All Queue Members' Email Addresses When Assigning a Case

The behavior of the email recipient list when assigning a case to a queue in Salesforce is controlled by the Case Assigned Template setting in Support Settings and is working as designed. The two behaviors below depend on whether a template is configured.

Where to Find the Case Assigned Template Setting ### In Salesforce Classic

Setup | Customize | Cases | Support Settings

In Lightning Experience

Setup | Feature Settings | Service | Support Settings

How the Recipient List Behaves

Create a queue and add multiple members. Select the "Send Email to Queue Members" checkbox for the queue. Go to a Case, assign it to the queue, and select the "Send Notification Email" checkbox.

• If Case Assigned Template = --None--: All queue members receive one email that includes all other recipients' email addresses.
• If Case Assigned Template = anything other than --None--: Each queue member receives a separate email showing only their own email address — no other recipients are visible.

Note: When sending an email alert to members of a queue using the default email template in Case Support Settings, all members of the queue will receive an email with the other members' email addresses included.