Email-to-Case: Inbound Email Headers Don't Show the "To" field as Routing Address

This article helps resolve the issue where the "To" address is blank on inbound email records created via Email-to-Case (E2C).

View Email Headers on the Inbound Email Record

Use the "Click here to view original email headers" link on the inbound email record to view the full email headers.

Interpret the "To" Field

If the "To" line of the email header shows To: undisclosed-recipients: ;, then the email was Blind Carbon Copied (BCC) to the routing address. The BCC method hides the routing address in the "To" field.

Make the Routing Address Visible in the "To" Field

If you need the "To" address to display the Email-to-Case routing address, the email must be sent using Carbon Copy (CC) instead of Blind Carbon Copy (BCC). Instruct the sender or email system to CC (not BCC) the routing address.