Forward to Case
Forward to Case makes it easy for your users to redirect and create new cases from support requests sent to their individual email addresses. The feature associates forwarded messages with the original sender's contact by using their email address instead of yours. The functionality is similar to what is available in mail client integrations like Salesforce for Outlook (create case button), but Forward to Case works on virtually any device including Macs, tablets and mobile devices and requires no software to be installed. See the Email to Case Premium documentation for details: http://ic.force.com/e2cpdocs
With Forward to Case enabled, end users can forward emails to any of your organization's routing addresses. Simply prepend the subject with any of the Forward to Case markers defined to indicate that you want Email to Case Premium to process the email using Forward to Case. For example, if the subject is "Help with computer problem", change it to "Fwd: Help with computer problem" or "!Help with computer problem" and then send the email.
How do I enable Forward to Case?
There's a specific Forward to Case section on the E2CP Inbound Configuration page. See the Email to Case Premium documentation for details: http://ic.force.com/e2cpdocs
What triggers Forward to Case?
Forward to Case looks for the marker character at the beginning of the message subject. This marker character is configurable on the E2CP Inbound Configuration page. Additionally, Forward to Case only inspects messages forwarded by internal senders. An email is from an internal sender if the From address email domain is configured as a "Internal Domain" on the Outbound Settings page. See the Email to Case Premium documentation for details: http://ic.force.com/e2cpdocs
Forward to Case will specifically look through the body of forwarded email to find the last sender before an address matching an internal domain forwards the email into Salesforce to create a case. This last sender will then be assigned as the Case Contact for the newly created case. If an email was forwarded to others internally by a customer before being sent to an address matching your internal domain, the last sender rather than the original sender will be assigned as the Case Contact.
Does Forward to Case work on every device and email client?
We have tested the most common devices including iOS and Android and also in Outlook and Gmail, among others. In Exchange environments where the original sender is also an internal user, the original sender's email address is not included in the email body and therefore Forward to Case won't work. If you observe an instance where forward to case fails to recognize the original sender, please contact firstname.lastname@example.org and provide the top 20 lines of the email that was sent.
Will this affect how the case is processed?
The case will be processed as if it came from the original sender, not the person who is forwarding the message.
Can Forward to Case update existing cases?
Yes, but the Case Contact will only be set on the case creating email.
Does auto-create contacts work in conjunction with Forward to Case?
Yes. Auto-create contacts will create a contact with the email address of the original sender if a contact does not already exist.
Does Auto-Add Case Team Members and Contact Roles work in conjunction with Forward to Case?
Yes. Email addresses which are CC'ed as part of the email received before it's forwarded in to create a case are eligible to be added as Case Team Members and Contact Roles.