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Email publisher action is not visible on Case after it is added to the page layout

Дата публикации: Jun 21, 2026
Описание

The Email publisher action may not appear on a Case record even after it has been added to the Case page layout. This issue typically occurs in Salesforce Service Cloud when Email-to-Case is not enabled for the organization, or when related settings such as Case Feed Actions, Feed Tracking, or Email Deliverability are not configured correctly.

Решение

Step 1: Enable Email-to-Case

The inability to locate the Email Publisher action to add on a Case page layout may be because "Email to Case" is not enabled for the organization. 

To Enable:
In Classic: Setup | Customize | Cases | Email to Case | Edit | Check 'Enable Email-to-Case' | Save
In Lightning: Setup | Feature settings | Service | Email-to-Case | Edit | Check 'Enable Email-to-Case' | Save


Step 2: Enable Case Feed Actions and Feed Items

Ensure "Enable Case Feed Actions and Feed Items" is enabled under support settings. To modify Support settings.

In Classic: Setup | Customize | Cases | Support Settings.
In Lightning: Setup | Feature Settings | Service | Support Settings


Please review article about changes that will take place by enabling the above setting: https://help.salesforce.com/htviewhelpdoc?err=1&id=case_interaction_upgrading_cases.htm&siteLang=en_US


Step 3: Enable Feed Tracking for Cases

If the setting "Enable Case Feed Actions and Feed Items" is not found under support settings, make sure "Feed Tracking" is enabled for case object. To enable Feed Tracking:

In Classic: Setup | Customize | Chatter | Feed Tracking | Select Case object | Enable Feed Tracking | Save
In Lightning: Setup | Feature settings | Chatter | Feed Tracking | Select Case Object | Enable Feed Tracking | Save


Step 4: Verify Email Deliverability Settings

The email Deliverability settings | Access level must be set to 'All Email' or this component will not render.


In Classic: Setup | Email Administration | Deliverability | Set Access Level to 'All Email' | Save
In Lightning: Setup | Email | Deliverability | Set Access Level to 'All Email' | Save

Номер статьи базы знаний

000387865

 
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Salesforce Help | Article