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NevDev
Tracking Emails
Hi guys,
I'm a bit confused about the whole logging emails in salesforce. I have built a workflow rule to send and email to a email address within a custom email field if a certain value in a picklist = true. The field is in the cases object.
If the receipient resonds to that email, how can that email automatically get logged to the case?
I'm a bit confused about the whole logging emails in salesforce. I have built a workflow rule to send and email to a email address within a custom email field if a certain value in a picklist = true. The field is in the cases object.
If the receipient resonds to that email, how can that email automatically get logged to the case?
Hi Nevin,
Salesforce uses EmailMessage object to log email into sfdc system.
First of all, you need to enable Email-to-Case functionaltiy if your service cloud and then need to write trigger logic to log new incoming email and get logged into case.
We have implemented the same logic in our org.
Please let me know if you need assitance on this. You can contact me on below details.
Thanks,
Gaurav
Email: gauravgarg.nmims@gmail.com
Skype: gaurav62990
Below is the URL for setting it up :
https://help.salesforce.com/apex/HTViewHelpDoc?id=setting_up_email-to-case.htm&language=th
Do remember to setup an On-Demand Service.
Let me know if that helped.
I have already selected that the email thread Id be captured in the subject and the footer of the email.
https://help.salesforce.com/apex/HTViewSolution?urlname=Why-is-Email-to-Case-creating-duplicate-cases&language=en_US
http://help.salesforce.com/HTViewSolution?id=000176597
I just wanted to touch base with you again on this. Here is where I am so far and also the issues that I am facing
Any ideas?
We cannot set default From address for Email-to-Case via just configuring, for this we need to write apex code.
The same idea has already being posted on Salesforce community. Here is the link : https://success.salesforce.com/ideaView?id=08730000000kdRmAAI
Still you can try by setting something like below:
You need to set OW email address here. Administer >Email Administration > Organization-Wide Email Addresses.
For the WF you need to set default WF email address under Workflow>Setting.
Hope this helps.
Thanks,
Gaurav
Email: gauravgarg.nmims@gmail.com
I am sending emails from within a case record and it is going to the recipient fine. The issue that I am facing is the incoming mails are getting lost, they are not landing in the case record.
I know that you can set up email to case whereby I redirect all incoming mail to a Salesforce unique address, but what if I (the agent) take over a case and I want to interact with the client. How can these emails be logged in salesforce? I can't forward all incoming mails from my own work email address to salesforce, this doesn't make any sense. Surely I'm missing something here..
What I would suggest you is to put a conditional case forwarding from your personal email address.
Something like if the email subject contains something like "Please raise a case", then forward it to salesforce or not.
Email-to-Case if fine, I get that it would not be best practice to assign a personal email address to that. My question is once the case has been raised and a record has been created on Salesforce and the case has been assigned to a user. How can that person send and receive emails to the client from within salesforce whereby all of these emails are being tracked?
So when a user sends an email from Salesforce the recepient sees that the email was sent from the users personal email address. Then replies to that email. How does that get captured?
Also you can ask the users to send the email using the sendEmail button on the case itself, and while sending out the email select the from address from the drop down picklist, as the correct email-to-case email.
They will be using the Salesforce platform to send the emails. They are using Lotus Notes.
So by default if the record owner replies to an email he needs to change the 'From' email address to one that has been setup in Email-to-Case?
Are they not just able to send via their own email address? I know that they can but when a client replies, the email is not being recorded on Salesforce.
That may help to get some clear picture.
This is not getting set correctly through lotus notee.
Is that right or is that wrong?
I would like to suggest you install ChimpConnect, an application that integrates MailChimp and Salesforce together to optimize your email marketing campaigns.
You can check more about this here: https://eshopsync.com/mailchimp-salesforce-integration/ (https://eshopsync.com/mailchimp-salesforce-integration/)
https://eshopsync.com/mailchimp
Hope this helps!
Thanks!