Multiple Email-to-Case Email Addresses

How to Add a New Email-to-Case Routing Address

To add a new routing address for Email-to-Case in Salesforce Essentials:

1. Click the gear icon in the upper right corner and click Setup.
2. In the Quick Find box, type Email-to-Case and click on it.
3. Scroll down to Routing Addresses and click the New button.
4. Enter the information for your new Routing Address:
   1. Routing Name — The name the customer sees for this email address (for example, "Salesforce Support Response").
   2. Email Address — The actual email address to receive customer emails (for example, supportresponse@salesforce.com).
   3. Case Owner — If you want a default Case Owner, enter the user here by clicking the magnifying glass icon.
   4. Case Priority — The default priority level for cases generated from this email.
   5. Case Origin — Where the case is coming from (for example, "Email").
5. Click Save.

Verify the New Routing Address

1. You will receive a confirmation email to the address you entered.
2. Click the link in the confirmation email to verify the address. The second Email-to-Case address will now show as verified under Routing Addresses.

Connect the Routing Address to Your Email Account

Within the Email-to-Case setup screen, under Routing Addresses, copy the Email Services Address provided by Salesforce. Use this address in the forwarding settings of your email account to ensure incoming emails are routed as cases into your Salesforce account.