Daniel Blackwell - 6 years ago
Surprised this functionality is not included, we setup email-to-case which works well but then have to change the email from the dropdown list when sending an email from the feed view, to use one of our org-wide emails. This has to be repeated every time which is frustrating. Would be much better to set an org-wide case email address in case settings that is used by default for case emails.
Donelly Tobiere - 6 years ago
A workaround we are using. On the case layout there is the case activity section with a "Send Email" button, which our architect coded to use the default email address for our Org. That said, there is the "Send An Email" button within the Emails section of the case layout - cannot hide or restrict usage of this button which DOES Not default to our Org Email address --- this is a pain.
So, a bit of re-training of the user base to always use the Send Email button only.
Hopefully, this workaround will help someone out there in the community UNTIL SaleForce implements a default Email address function. Good Luck to All
Arindam Ghosh - 6 years ago
This is really required.
Everything defaults to current users email address which essentially breaks the whole email to case feature.We have to code so much , write a custom validation just to check "From email adddress", but it is very painful for users because the form is defaulting to a wrong email address and we have to notify user to correct the email address.
So, though not the users fault they get confused also that why the system is prompting them to change email addrees.
Please do something
Steve Early - 6 years ago
If I understand the issue correctly, if you are on Professional or above, I believe this can be done with a workflow rule, field update and Organization Wide Email addresses if you are using Email to Case. I have different Routing Addresses for support cases that come from different geographies. Customers in the US have one address they send cases to, customers from EMEA use another and so on. The format for these email addresses are support-(geography)@companyname .com.
If an email comes in through our US Support email address, I use a workflow rule with a field update on the FROM field to assign one of the Org-Wide Email address to that field. All emails going back and forth all come from "US Support". If they come in through the EMEA suppot address, the FROM address gets set to "EMEA Support" Org-wide address.
I'm using a CASE statement on the field update for the FROM field that looks like this:
CASE( Origin, "Email to US Support", "support-us@companynamecom:US%20Support",
"Email to EMEA Support","firstname.lastname@example.org:EMEA%20Support",
"Email to Japan Support","email@example.com:Japan%20Support",
"Email to China Support","firstname.lastname@example.org:China%20Support",
This embeds the right From address in each Case based on where the email came from. NOTE: You cannot have ANY SPACES in the Case email address, thus the use of "%20" instead of a space.
If someone enters a case by hand it gets defaulted to a general techsupport email address. They can change it if they want.
Steve Early - 6 years ago
We really need this. We have four different potential Organization-wide email addresses that people can choose from. I would like to set up workflow rules that defaults to the correct one based on where the Case is coming from. They shouldn't have to choose. The correct one should populate automatically based on the result of a workflow rule.