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Working with Case Emails in Salesforce Classic
Cases generated via Email-to-Case or On-Demand Email-to-Case display in an Emails related list. The Emails related list includes all emails sent by your customer regarding a particular case, as well the email threads between you and your customer. The first 77 characters of an email message appear in the related list so that you can see what the message is about without having to click on it.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To view cases: | Read on cases |
| To work with case emails: | Edit on cases |
To work with Email-to-Case or On-Demand Email-to-Case emails:
- Click Send An Email to send an email to a contact, another user, or any other email address.
-
Click Reply to respond to an email. The email response
automatically includes the email body as received from the customer. Enter your response
and click Send.
When you reply to email messages in the Email related list on cases, the From: field on your email may display to recipients as no-reply@salesforce.com or support@company.com. This is due to how the recipients' email applications receive Sender and From headers on inbound email. By default, an Enable Sender ID compliance setting is selected for your organization, which enables email messages sent from Salesforce to comply with email applications that require Sender headers for delivery.
- Click To All to respond to all participants on an email thread.
- Click the subject of the email to view the email. From the email, you can reply to the sender, reply to everyone, forward the email, or delete it.
-
While viewing an email, you can display a list of all the emails associated with the
case by clicking Email Message List, and you can navigate to the
case's other emails by clicking Next or
Previous.
Note The Email Message List, Next, and Previous links are not available in the Customer Portal and partner portal. - While viewing an email, click Forward to forward it. The email automatically includes the email body as received from the customer. Optionally, enter text and click Send.
- If the original email was an HTML email, you can click the Click here to view HTML version link to see the HTML version. For inbound email messages, if you want to see the entire email header, click the Click here to view original email headers link on the email detail page.
-
To view any attachments contained in incoming emails, go to the Attachments related
list of the email. To view attachments sent with outbound emails, view the Attachments
related list of outbound emails.
The size limit for an attachment is 5 MB. The user who configured the email agent can view its log file to see if any attachments exceeded the size limit.
- Click Del to delete an email. Note that a deleted email can be retrieved from the Recycle Bin. However, if you delete an email from a case, then delete the case, you will not be able to retrieve the deleted email from the Recycle Bin.
In the Email related list, emails are listed in the order received according to the most recent. Emails in the related list display one of the following statuses:
| Email Status | Description |
|---|---|
New
|
An inbound email that has not been read. The contents of the Subject field display in bold for emails with a New Status. |
|
Read
|
An inbound email that has been read but not replied to. |
Sent
|
An outbound email. |
|
Replied
|
An inbound email that has been replied to. Replying to a sent email gives it a replied status. |
When a case contains a new (unread) email, an “Email” task associated with that case is automatically created in the case owner's task list with the email subject displayed. The owner can easily see the new task on the Home tab or from the Open Activities related list of the case. From the task, the owner can click a link to view the email associated with the case. When the user responds to the email, the task is removed from the owner's task list and added to the case's Activity History related list. The user can also move an email task to which they have not responded to the Activity History related list by changing its status to “Completed.”
If an inbound email does not contain the email address of an existing contact, then the Web Name field on the case is automatically updated with the name in the From field of the email, and the Web Email field on the case is automatically updated with the address provided in the inbound email.
