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Turn On and Customize Web-to-Case
Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. To set up Web-to-Case, enable the feature, create and customize your web form, and add the form to your website.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Web-to-Case: | Customize Application |
- Complete the steps in Prepare for Web-to-Case.
- From Setup, enter Web-to-Case in the Quick Find box, then select Web-to-Case.
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Complete the fields.
Field Name Instructions Enable Web-to-Case Select to turn on Web-to-Case. Require reCAPTCHA Verification (Recommended) Select to require reCAPTCHA v2 verification for customers trying to submit a request using a web form.
When this option is selected, requests without reCAPTCHA verification don’t generate cases. After enabling, confirm that your generated HTML includes the reCAPTCHA information. reCAPTCHA is provided by Google. Make sure that reCAPTCHA is supported in your geographic area.
Default Case Origin The default origin value for cases created using the web form. Most businesses can select Web. Optionally, create your own custom value to represent a service process that’s specific to your business. Opt Out of Web-to-Case Emails If you disable Web-to-Case, this setting appears and allows you to stop all email notifications that were previously generated by it. Default Response Template Select a default response template for automatically emailing customers to indicate that their case was created. The template must be marked as “Available for Use.”
If you set up response rules to use different email templates based on the information submitted, the default email template is used when no response rules apply. Leave this field blank if you don’t want an email sent when no rules apply.
Hide Record Information Select to hide record information in the email sent to customers if case creation fails. Email Signature Customize the signature in the notification email sent when online case creation fails. If you don’t provide one, the default email signature is used. - Save your changes.
You’re halfway there! After you enable and set up Web-to-Case, it’s time to generate your web form as HTML code that can be embedded in your website.
