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Email to Case: 'To Address' Field Displays Blank Value for Emails from Certain External Domains (e.g., qq.com, foxmail.com)

Date de publication: Jun 12, 2026
Description

When using Email to Case (E2C) in Salesforce, inbound email messages sent from certain external domains — such as qq.com or foxmail.com — may display a blank value in the "To Address" field of the created Email Message record. Other external domains may exhibit the same behavior.
This occurs because the "To" header in those emails is not properly closed with an angle bracket (">"). Without the closing bracket, Salesforce's inbound email service cannot parse the recipient address and therefore does not store the value in the Email Message record.
For example:

  • Improperly formatted To header (causes blank To Address): The email "To" field ends without a closing ">" character.
  • Properly formatted To header (stores correctly): The email "To" field is properly wrapped in angle brackets, for example: To: "user" <user@case.salesforce.com>
Résolution

Work with the Email Provider

This behavior is caused by a formatting issue in the external email sender's system, not by Salesforce. The "To" header in emails from these domains does not conform to RFC email formatting standards, which prevents Salesforce from reading the recipient address.
The recommended resolution is to work with the customer's email provider to ensure their outbound email headers are properly formatted per RFC standards — specifically that the "To" header is fully enclosed in angle brackets.

Validate the Email Header Format

To identify whether the issue is caused by a malformed header, use the online MSGLint email header validation tool. This tool allows you to paste the raw email headers and verify whether they are properly formed.
If the issue is widespread across a specific domain and the provider cannot be changed, the Salesforce Administrator may consider documenting the known affected domains as a known limitation for their support team.

Numéro d’article de la base de connaissances

000385075

 
Chargement
Salesforce Help | Article