Adding Email Addresses to Email to Case Premium
There are three scenarios for adding a new email address for use with Email to Case Premium. Please select from one of the three options below based on your circumstance.
A. You want to set up a new public-facing email address and wish to distinguish cases created through it. You would also like outbound emails to be sent from the same address. Start at Step 1.
B. You want to set up a new public-facing email address and wish to distinguish cases created through it. Start at Step 2.
C. You want to set up a new public-facing email address to create cases but do not need to distinguish cases created through it. Start at Step 4
Step 1 - Organization-Wide Address - The New Comment page sends emails from an Organization-Wide Address rather than the user's personal email address. This enables replies to come back to Salesforce instead of to the user's personal inbox. To create a new Organization-Wide address, navigate to Setup | Administration | Email | Organization-Wide Addresses, and click Add. Make sure to include respective profiles needing to send emails from the new address. In this example, we've included All Profiles. After adding a new address, an email verification is sent from Salesforce that must be verified in order to use the new address.
Step 2 - Case Origin - The Case Origin can be used to track which email address a case was opened through and optionally which From address should be used for outgoing emails. Outside of Email to Case Premium (included as standard Salesforce functionality), you can have Auto-Response, Assignment and Workflow rules trigger based on Case Origin. If you'd like to create a new origin, such as one from your East Coast Support Department, navigate to Setup | Object Manager | Case | Fields & Relationships | Case Origin, click New, and follow the instructions on the page.
Step 3 - Outbound Configuration - Associate your Case Origin with its respective Organization-Wide "From Address". This sets the appropriate Outbound email address based upon the origin of the case. On the top right of your screen, select Email to Case Premium from the apps picklist and click the tab titled Email to Case Premium Settings. Under the Organization-Wide Addresses section, click Add Row, select the Origin you created in Step 2, and finally add the Organization-Wide Address you created in Step 1. If you would like to use the Default Organization-Wide Address, skip this step and proceed to Step 4.
Step 4 - Inbound Configuration - If proceeding from Step 3, select Inbound Configuration from the Jump To picklist on the top right of the page. If starting from this step, on the top right of your screen, select Email to Case Premium from the apps picklist and click the tab titled Email to Case Premium Settings. Select Inbound Configuration from the Jump To picklist on the top right of the page. Click on Add Row in the Case Creation Settings section. Enter your new address(es) in the To Address column and select its corresponding Origin, Priority, and Record Type.
Step 5 - Copy existing routing address for your mail server administrator to set up a new forward to the same address. In this example, you would advise your admin to forward emails from firstname.lastname@example.org to the Salesforce-created routing address below under the Email to Case Premium email service. This ensures that emails sent to email@example.com are forwarded to Salesforce and processed by Email to Case Premium. It is important to note that firstname.lastname@example.org cannot be the email address of a user owning cases, else an email loop will occur.
Step 6 - Consider setting Auto-Response or Workflow rules distinguished by Case Origin to send auto-response emails from their respective addresses.
For additional assistance, contact support at email@example.com.