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Case email from address defaults to User's email after modifying Email-to-Case routing address

Data pubblicazione: May 26, 2026
Descrizione

In Salesforce, if cases were previously created via Email-to-Case and the related routing address email is later modified, users may find that when sending a follow-up email from an existing case, the From field no longer defaults to the routing address. Instead, it defaults to the logged-in user's email address, and the old routing address appears in the CC field.

Risoluzione

This is expected behavior in Salesforce Email-to-Case. When an Email-to-Case routing address is modified, any existing cases that were originally created using the old routing address retain a reference to that (now invalid) email address. Because the old address no longer exists as a valid routing address, Salesforce cannot use it for outbound emails from those cases. Instead, it falls back to the logged-in user's email address and places the former routing address in the CC field.
No configuration change is needed to resolve this — it is working as designed. If you want to prevent this behavior for future cases, create a new routing address rather than modifying an existing routing address that is already associated with active cases.

Numero articolo Knowledge

000394825

 
Caricamento
Salesforce Help | Article