Loading

Filter the creation of cases in Email-to-Case On Demand

Udgivelsesdato: Nov 6, 2024
Beskrivelse

 

There are 2 ways of controlling the creation of cases from certain email addresses or domains in On-Demand Email to Case.

Løsning

Cases should be created only when emails are received from certain email addresses.


Classic
1. Click Setup.
2. On the Quick Find box, enter Email-to-Case.
3. Choose a routing address then click Edit. 
4. Enter the email addresses in the Accept Email From text box.
5. Click Save.

Lightning
1. Click the gear icon.
2. Click Setup.
3. On the Quick Find box, enter Email-to-Case.
4. Choose a routing address then click Edit. 
5. Enter the email addresses in the Accept Email From text box.
6. Click Save.

Notes:
  • All emails coming from the email addresses or domains included in this box will create cases.
  • Emails from addresses not indicated in the text box will be ignored.
  • Enabling On-Demand Email-to-Case enables this field.
  • Leave this field blank if you want On-Demand Email-to-Case to receive email from any email address or domain. 
  • You can limit the email addresses or domains available for On-Demand Email-to-Case by entering them in this field
  • Email addresses indicated in this field are separated by commas. For example: xyz@abc.com, google.com, gmail.com



Cases should not be created when emails are received from certain email addresses or domains


Notes:
  • On-Demand Email to Case does not have an option to blocklist or block certain email address/ domains.
  • If emails from certain email addresses/domains should not create cases, it is best to setup a rule on the mailbox on which forwarding to the email to case service address is setup. This step will have to be performed by the internal IT helpdesk of the customer's organization.
  • If the above step is not a viable option, a queue to which all junk cases will be routed can be created.
  • Also, from the Email-to-Case Settings, the Failure Response Settings can be set for Unauthorized emails which is to Discard or Bounce the email.
 
 
Vidensartikelnummer

000385658

 
Indlæser
Salesforce Help | Article