Partner Community Support Email Alias FAQ

Q: How do I know if my email has been received and logged as a case?
A: As soon as the email is sent to partnercommunitysupport@salesforce.com, you will receive an automated notification confirming that your case has been created, along with the case number. Please note, that notification will come from a noreply@salesforce.com email. The support team will contact you from a different email thread.

Q: How do I add people to the case/email?
A: Please add them to the CC field in your original email, or in the email you receive back from the support agents.

Q: Where can I see my case in the Partner Community?
A: At this time, cases created via the email-to-case alias partnercommunitysupport@salesforce.com cannot be seen in the My Cases tab.

Q: I have a previous email thread on the same or similar topic. If that case is now closed, can I still reply to the email and get the agents to continue working on my case?
A: If the previous email thread has been resolved and the case has been closed, please refrain from responding in the same thread even if the issue is the same. Instead, please create a new case using the email-to-case alias, as this will streamline the resolution.

Q: What happens if I create a new email to the alias instead of replying to the existing one?
A: By doing so, a new case will be created in the Partner support team queue. This will delay the resolution of your original case, as it will require more time for the teams to locate your case.

Q: What happens if I forward an email from one Email-to-Case alias to another one?
A: By doing so, a separate case will be created in another support team’s queue. We advise you to not forward emails to streamline the resolution of your case.

Q: How do I know when an email address is an email-to-case alias?
A: Typically, email-to-case aliases will trigger an auto-response as soon as your email reaches our support teams.

Q: Can I send multiple issues in one email to the alias?
A: To ensure optimal resolution of the issues, we recommend that you submit one case for issues that are similar and separate emails for issues that are not correlated. Cases are assigned to teams according to their specialty, so having separate cases will ensure that the right teams will be looking into the issue. If you are not sure if the issues are similar or not, log separate cases by sending separate emails.

Q: How do I escalate my case?
A: At this time, cases created via the email-to-case alias partnercommunitysupport@salesforce.com cannot be escalated.

Q: Can I see a history of my cases?
A: When you regain access to the Partner Community, click on the ‘?’ button at the top right-hand corner, and select ‘View my Cases’. However, the specific case created via the email-to-case partnercommunitysupport@salesforce.com will not be visible in the portal.

Q: What should I do if I accidentally email the wrong alias?
A: In such scenarios, the email won’t reach our support teams. Please submit a new email via partnercommunitysupport@salesforce.com.

Q: Where can I submit a support case or ticket for system or data errors?

A: Please log a case by following the steps below:

• Navigate to the Help Portal

  • Add a Subject. Add keywords like “system error” or “data error”

  • Add the Description. Add keywords like “system error” or “data error”

    • Based on your entry, the system will make suggestions for Product and Topic after a few seconds. If you don’t see anything partner related, click “Pick a different product/topic.