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Edmondo Porcu Email to case forward doesn't create correct case
Hello,
we have clients that write personally to ourselves and then we forward the email to a shared mailbox which has a forward to salesforce email-to-case address.
The problem is that the original owner of the case is lost, is there any workaround?
we have clients that write personally to ourselves and then we forward the email to a shared mailbox which has a forward to salesforce email-to-case address.
The problem is that the original owner of the case is lost, is there any workaround?
You could have the client email the address with the Salesforce forwarding address directly, or attach the forwarding address to the email that clients are emailing into now instead of the other email that you are manually forwarding to. Other than that, you may be able to create an email apex class in salesforce to handle special cases, but then you go away form the email to case to a custom email solution, but you will still have a forwarding email address to contend with.
One other option is to use Salesforce Sites....You could point your clients to the sites web address after it has bene set up and have the client directly populate some fields to create there own cases.
Just some thoughts,
Hope it helps,
Shawn