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Email Quick Action Not Available on Case Feed

Veröffentlichungsdatum: May 28, 2026
Beschreibung

Users may report that the Standard Email Quick Action is not visible in the Salesforce Case Feed.

How to Verify in Salesforce Classic

  1. Click on Setup.
  2. Under Customize, expand Cases by clicking the arrow before it.
  3. Under Cases, click on Page Layouts.
  4. Click Edit before Case Layout.
  5. On the upper part, click on Quick Actions and check if "Email" is available.

How to Verify in Lightning Experience

  1. Click on the gear icon.
  2. Click on Setup.
  3. Click on Object Manager.
  4. Scroll down and look for Case.
  5. Click Case.
  6. On the left, click on Case Page Layouts.
  7. Click on Case Layout.
  8. Check if "Email" is in the "Mobile & Lightning Actions" section on the upper panel.

Note

If the user's email is set to send through Office 365 or Gmail, ensure the user has the "Send Email through External Email Service" permission set.

Lösung

This behavior is typically caused by the org's email access level being set to System Email Only. Additionally, Email-to-Case must be enabled in the org before the Email quick action becomes available on the Case Feed.

Enable All Email Access Level

To Resolve in Salesforce Classic

  1. Click on Setup.
  2. Under Email Administration, click on Deliverability.
  3. Select All email for the Access level.
  4. Click Save.

To Resolve in Lightning Experience

  1. Click on the gear icon.
  2. Click Setup.
  3. Enter Deliverability in the Quick Find box.
  4. Click Deliverability.
  5. Select All email on the Access level.
  6. Click Save.

Access Email-to-Case Settings

  • Salesforce Classic: Setup | Customize | Cases | Email-to-Case
  • Lightning Experience: Gear Icon | Setup | Feature Settings | Service | Email-to-Case

If Email-to-Case Is Not Enabled

  1. Click Edit.
  2. Select Enable Email-to-Case.
  3. Click Save.

Note: After you enable Email-to-Case, you cannot disable it.

Additional Notes

If the Email action is still unavailable after the above steps, check the following under Support Settings:

  • Classic: Setup | Customize | Cases | Support Settings
  • Lightning: Gear Icon | Setup | Feature Settings | Service | Support Settings
  1. Click Edit.
  2. Tick the "Enable Case Feed Actions and Feed Items" checkbox.
  3. Click Save.
Nummer des Knowledge-Artikels

000382424

 
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Salesforce Help | Article