Web-to-Case Guidelines and Limits

Choosing Your Web Form Fields

You can include both standard and custom case fields on your web form. We recommend including fields that capture the customer’s details—such as their name, phone number, email address, company, and role—and issue—such as a case subject, description, and related product.

When selecting fields, review these tips and considerations.

• To let customers report issues about several products at a time, use a custom multi-select picklist.
• The format for date fields captured online is taken from your organization’s Default Locale setting.
• If your organization uses multiple currencies and you add a currency amount field to your form, add the Case Currency field too. Otherwise, amounts are captured in your organization’s default currency.
• If you use case record types, select the Case Record Type field to prompt users to select specific record types.
• Salesforce runs field validation rules before creating cases submitted using a Web-to-Case form. Cases without valid values aren’t created. All universally required fields must have a value before a case can be created.

Unsupported Content Types

Web-to-Case forms don’t support these content types:

• Attachments
• Rich text area (RTA) fields—If you use these fields on your forms, any information entered in them is saved as plain text when the case is created.
• Multipart/form-data—Cases aren’t created for forms that use this content type.
• Script tags—When script tags are submitted in Web-to-Case forms, the tags are saved as plain text in the case details.

Avoiding Spam Cases

reCAPTCHA v2, a Google service, is your first line of defense. This service requires users to select an “I’m not a robot” checkbox. You can opt to include reCAPTCHA in your web form when you configure your Web-to-Case settings and generate your web form code. To learn more, see Prevent Spam Cases with reCAPTCHA.

Web-to-Case Limits

You can capture up to 5,000 cases in a 24-hour period. When you reach the 24-hour limit, additional requests are stored in a pending request queue that contains both Web-to-Case and Web-to-Lead requests. The default case owner listed on the Support Settings page receives an email containing the additional case information, and the requests are submitted when the limit refreshes. If a new case can’t be generated due to errors in your Web-to-Case setup, Customer Support is notified so that we can help you fix it.

The pending request queue has a limit of 50,000 combined requests. If your organization reaches the pending request limit, additional requests are rejected and not queued. The administrator receives email notifications for the first five rejected submissions.

Contact Salesforce Customer Support to request an increase to your daily case limit or pending request limit.

Note Only created cases count toward your API daily limit. If a customer request fails reCAPTCHA verification or field validation, it doesn’t count toward your limit.

Settings on Web-Generated Cases

Server Responses and Errors

When a user submits a Web-to-Case form, the Salesforce server responds that the form data was received. If the data isn’t received, Salesforce responds with a response code in the 400–599 range. When that happens, we recommend displaying an error message to indicate that the user should try again.

This table defines common response codes.