Enable Email-to-case feature to Salesforce instance
In the email-to-case setup, below two checkboxes should be enabled to activate the email to case out of box functionality.
Enable On-Demand Service
To create a new email to case configurations below fields are mandatory
Routing Name – it’s our own free text
Email Address – Address of the email which we need to configure
Case owner – Either an individual user or public group
Case Priority – Low, Medium or High etc.
Case Origin – it should be Email
Once the new entry is saved on the email-to-case configuration page, the salesforce system will send a verification email to the appropriate mailbox. Once the owner of the mailbox verifies the email, the system will generate the service email address to the particular configuration.
Sample Email to case configuration
Verification email sample
Email Service address example
Test the configured Email
To verify the functionality, we can use the Email service address. Once we send an email to the service address, salesforce will create a new case automatically.
The new case in salesforce
Here we can see, salesforce is creating the new case with the given details. if we need some more automation, We can write Salesforce workflow rules or process builder or Trigger logics.
Page Layout updates
To see the appropriate email threads, have added the email related list in case the layout
Using the reply button, we can send a reply to the customer. Once we click the reply button, the new bottom window will appear with the To and from address.
To Address – Customer email address
From Address – By default, it is an email-to-case configured email, We can customize if it is needed.
Email Auto forwarding
In a real-time scenario, we should not use the salesforce service address as the sender address to create a new case in salesforce. To avoid that in the mailbox, we can configure the auto-forwarding address. Say for example if the customer is sending the mail to an email-to-case configured mailbox, the mailbox server should auto-forward the mail to the salesforce service address.
Step 1: Open Settings in Gmail and open the tab starting with Forwarding and click the button Add a forwarding address
Step 2: Enter the Salesforce service email address, where the email should auto-forward, then click the next button.
Once we click the next button, the Gmail server will send the OTP to the auto-forwarding email address . we can get the code from the salesforce case since the auto-forwarding address has configured in salesforce.
Step 3 :
After clicking the next button, a new drop-down will appear. In that drop-down, we should choose any one of the options below.
Keep Gmail's copy in the Inbox
mark Gmail's copy as read
archive Gmail's copy
delete Gmail's copy
Then click the save button at the end of the page.
After saving the button,we can see the notification
if you want to disable the auto-forwarding, select disable auto-forwarding and save it again.