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Customize Your Email-to-Case Address Routing Settings
Review and customize the default routing address setting to configure your preferred Email-to-Case configuration.
Before you begin, execute the Service Cloud Email-to-Case guided setup flow.
- From Setup, in the Quick Find box, enter Email-to-Case, and then select Email-to-Case.
- In the Routing Addresses list, for the routing address created with the Email-to-Case guided setup flow, click Edit.
- From the Email-to-Case settings window, select IT as the case record type.
- Optional: Set additional routing address settings referenced in the table. Be sure to keep the listed default settings enabled.
- Save your updates.
| Setting Name | Description | ACTION TO EXECUTE |
|---|---|---|
| Save Email Headers | Save the email routing information associated with each email submitted as a case. Each saved email header can count up to 32 KB towards your overall storage limit. Email headers over 32,000 characters are truncated. To view the full email header, add the Headers field to the Email Message page layout. Agents can then view the full email details, including the header, using the View Email link from the case feed on the case record page. |
Enabled by default with the Email-to-Case guided setup flow. |
| Accept Email From | To limit the email addresses and domains that this routing address accepts, enter them here, separated by commas. For example: john@mycompany.com, yahoo.com, gmail.com. Leave this field blank to let this routing address receive email from any email address or domain. |
Optional for Employee Concierge. |
| Create Task from Email | When an email is submitted as a case, automatically create and assign a task to the Automated Case User specified on the Support Settings page. | Optional for Employee Concierge. |
| Task Status | Set the default status of any tasks created when emails are converted to cases. Create Task from Email must also be selected. | Optional for Employee Concierge. |
| 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. This field doesn’t affect the ownership of tasks created to track emails converted to cases. | Set to the IT Service Agents Tier 1 Queue by default with the Email-to-Case guided setup flow. |
| Case Priority | The priority assigned to cases created from emails sent to this routing address. | Optional for Employee Concierge. |
| Case Origin | The value assigned to the Case Origin field for emails sent to this routing address. | Set by default to Email with to the Email-to-Case guided setup flow. |
