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Email-to-Case address always gets added as CC address for replies

게시 일자: Jun 18, 2025
상세 설명

Email-to-case routing address is almost always in the CC field when sending an email to case. The potential reason for issue:

 

  • Email-to-Case verified routing address stored in DB contains ZWNBSP hidden character
  • Upon Email-to-Case creation/loading of previous email we attempt to match the address to a validated from address.
  • As the inbound email to an email-to-case routing address is not equal to the email-to-case routing address with ZWNBSP hidden character, the Quick Action defaults the From Address and populated the CC with the sender for the reply email.

NOTE: Most likely when they originally created the Email-to-Case routing address they copy/pasted the email value from another source resulting in it containing this hidden character.

솔루션

1. Edit the Email-to-Case routing address by navigating to setup -> email-to-case -> click on the affected routing address.

2. Remove everything from the 'Email Address' field and type the email in manually to ensure there is no hidden character. Save and verify the routing address again.

Knowledge 기사 번호

005093503

 
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