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            Add Routing Addresses for Email-to-Case

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            Add Routing Addresses for Email-to-Case

            Set and configure routing addresses to redirect case submissions to your organization's email services address. A case is created when the email address you specify is listed in the To, CC, or BCC fields of an email from a provider.

            Required Editions

            Available in: Lightning Experience

            Available in: Enterprise and Unlimited Editions with Health Cloud
            User Permissions Needed
            To configure routing addresses for Email-to-Case: Customize Application
            1. From Setup, enter Email-to-Case in the Quick Find box, then select Email-to-Case.
            2. In the Routing Addresses list, click New.
            3. Complete your routing address settings for cases converted from email. See the following table for help with completing the settings.
              Settings Description
              Routing Name The name for the routing address—for example, Provider Data Management Support. This name appears in the From field when a provider sends an email.
              Email Address The inbound email address for this Email-to-Case routing address. Emails sent to this address create cases using the specified settings. The email address must be unique.
              Case Owner Select a user or queue to override the Default Case Owner specified on the Support Settings page. For example, select a user to own cases originating from emails sent to this address.
              Case Priority The priority assigned to cases created from emails sent to this routing address.
              Case Origin The value assigned to the Case Origin field for emails sent to this routing address. For example: Email.
              Case Record Type The record type for which you want the case to be created. For example: Roster.
            4. Click Save. A verification email is sent to the routing email address that you entered.
            5. Confirm your email routing address by checking its inbox for a Salesforce verification email. Or click Verify next to the routing address on the Email-to-Case Routing Address page.
              Note
              Note You can't use unverified routing addresses to send emails, and you don't get all the benefits of verified email routing addresses.
            6. Return to the Email-to-Case page in Setup. In the Routing Addresses section, notice that Salesforce generated an email service address for your routing address.
            7. Test your email routing address by manually sending an email to it. Verify that a case was created to track the email, and check that its default settings match the routing address settings.
            8. After you add an email address as a routing address, share it with your providers. Providers can use this email address to send roster files to your organization.
             
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