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RobinWRobinW 

Email to case using Office 365

We are looking for a solution to create cases from emails. Salesforce has different solutions available:
  • Email-to-case
  • Email-to-case On Demand
  • Email Relay

Email Relay
Currently not possible due to the company's policy. Office 365 is currently not supported by Salesforce OOTB due the SMTP authentication needed.

Email-to-case On Demand
Email traffic must be kept inside the company's firewall. So this is not allowed. Also the limit on the attachment size of 25 Mb will provide a problem.

Email-to-Case
Has lots op opportunities: can handle emails with attachments larger then 25 Mb, can archive emails, can handle errors, email traffic stays within the company's firewall. However, you can only convert 2500 emails to cases per day. Which is a low number.

Question
Any other suggestions? To what number can we extend the email-to-case limit higher then 2500? And why do we have that limit if the agent is just making an API call?
KevinPKevinP
So it doesn't really take anything platform specific to open and read a mailbox's contents using iMAP. You could use a ruby or python script to periodically check for emails, and then create cases with the API. Or you could use c# and MAPI to access the mailboxes and create cases via the api.
RobinWRobinW
Hi Kevin, correct. We currently have such a based solution but it has shortcomings and provided lots of issues. So we are looking for OOTB options.