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'Include Additional Email Addresses on Auto-Response' feature does not work with Email to Case Premium

Symptoms

You select the 'Send response to all recipients' option for an auto-response rule, but additional recipients are do not receive the auto-response

Solutions

Salesforce included the ability to include additional recipients on auto-response email messages in the Winter 15 release. However, this feature does not work when an auto-response rule is invoked by Email to Case Premium. Unfortunately, Salesforce did not provide a method to use this feature outside of the standard Email-to-Case functionality. As a workaround, you can replicate this functionality with workflow per this article:

Reply-to-All Auto-Response using Case Teams and Workflow

Note that this workaround will require Salesforce Enterprise Edition or higher.

Status

This is a limitation of the Salesforce platform.

Additional Information

Support

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