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Email-to-Case Agent End Of Life (EOL) — How to Migrate to On-Demand Email-to-Case

Data pubblicazione: May 4, 2026
Descrizione

What is the Email-to-Case Agent?

The Salesforce Email-to-Case Agent was a locally-installed software component that organizations used to route inbound emails into Salesforce Cases. The agent required installation on a local server within the customer's environment to process emails.

Why is the Email-to-Case Agent Deprecated?

The Salesforce Email-to-Case Agent is now End of Life (EOL) — meaning it is no longer supported, updated, or available for new installations. The product is no longer accessible via the Help and Training portal, the Organization Setup section, or Developer web pages.
Due to the age of the code base, all organizations should already be using On-Demand Email-to-Case, which is the current, supported method for routing inbound email to Salesforce Cases.

What Should I Use Instead?

Organizations currently using or attempting to configure the Email-to-Case Agent should migrate to On-Demand Email-to-Case as soon as possible. On-Demand Email-to-Case is a cloud-based solution that does not require any local software installation.

Risoluzione

Migrating to On-Demand Email-to-Case

This article explains how to migrate from the deprecated Salesforce Email-to-Case Agent to On-Demand Email-to-Case. On-Demand Email-to-Case is the currently supported method for processing inbound emails into Salesforce Cases and does not require a locally installed agent.

What is On-Demand Email-to-Case?

On-Demand Email-to-Case is a cloud-based feature that allows Salesforce to receive inbound emails and automatically create Cases. Salesforce provides an email service address to which your email server forwards messages. No local installation is required.

Steps to Set Up On-Demand Email-to-Case

  1. Navigate to Setup.
  2. In Lightning Experience: Gear icon | Setup | Platform Tools | Feature Settings | Service | Email-to-Case.
  3. In Salesforce Classic: Setup | Build | Customize | Cases | Email-to-Case.
  4. Enable On-Demand Email-to-Case.
  5. Click New to create a routing address.
  6. Enter your routing address name and email address.
  7. Copy the Salesforce Email Service Address provided.
  8. Update your email server or DNS settings to forward inbound mail from your support email address to the Salesforce Email Service Address.
  9. Test by sending an email to your routing address and confirming a Case is created in Salesforce.
Numero articolo Knowledge

000389548

 
Caricamento
Salesforce Help | Article