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Unable to reply via email to a Salesforce Support case

Udgivelsesdato: Oct 13, 2022
Beskrivelse
When replying to a Help & Training case comment over email, you may receive the following error:

'You currently do not have the ability to provide an email update to this case. If you would like to contribute a comment to the case, please log in to the Help site, locate the case and add your update to it. You can also contact the case owner who can update the case with your comments on your behalf.'

This error occurs if the 'From' email address used to send the email does not match the email address on file in your Salesforce User.  It often happens if you have multiple email addresses that forward to the same inbox. It could also occur if you've never logged in to the Salesforce Help & Training portal.
Løsning

If you've never signed in to Help & Training:

  • If you have an active user in an org, then logging in to Help & Training should resolve this issue.
  • If you do not have an active user in your org, then you will need to work with a Salesforce administrator for your company in order to have a user created (or activated).


If you are sending from an address other than the email address associated with your user: 

  • Change the email address on your Salesforce User to match your email 'From' address.
  • Set the 'From' email address to match the address to which Salesforce sent the email. 

For more details on changing a user's email address in Salesforce see Edit Users.
Vidensartikelnummer

000387583

 
Indlæser
Salesforce Help | Article