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Multiple Email-to-Case Email Addresses

Publiceringsdatum: Nov 11, 2025
Beskrivning
Within the Email-to-Case functionality in Essentials Edition, there may be a need to have more than one email address that can be used to generate cases in your account. 
Lösning
1. Click the gear icon in the upper right corner and click on Setup

2. In the Quick Find box on the left hand side type in email-to-case (don't forget to add the - in-between each word) and click on it

3. Scroll down to "Routing Addresses" and click the "New" button 

4. Enter in the information for your new Routing Address
  • Routing Name = The name a customer sees for this email address (example for this is seen with 'Salesforce Support Response')
  • Email Address = The actual email address (example for this is the email address I'm contacting you from is 'supportresponse@salesforce.com')
  • Case Owner = If you'd like to have a default Case Owner, enter the user here by clicking on the magnifying glass
  • Case Priority = The default priority level of the case when it is generated from the email
  • Case Origin = Where the case is coming from
5. Click Save

6. You will receive an email to confirm the email address

7. Click the link in the email to confirm it and the second Email-to-Case address should now be verified.

Within the Email-to-Case setup screen, under Routing Addresses, copy the Email Services Address and use that in the forwarding settings of the email account you set up to ensure emails are routed as cases into your account.
Knowledge-artikelnummer

000392251

 
Laddar
Salesforce Help | Article