Setting a default 'From' address when sending an email from Cases - Ideas - Salesforce Trailblazer Community
Trailblazer Community

All Ideas

Idea Details

Post an Idea
This idea has been delivered and can no longer be voted or commented on. If you’d like to add to this conversation, please post a new idea.
5,910  Points voting closed
Delivered in Winter 17
Idea is generally available.

Setting a default 'From' address when sending an email from Cases

Case Management

Outside of using third-party plugins (which only work with certain browsers), there is currently no native ability in Salesforce to set a default 'From' email address when sending emails from Cases.

For example, we have a customer service team that we want using a specific email address when sending emails to clients in Salesforce. Currently, they each have to remember to change the 'From' address when they send an email - this is NOT efficient for them!

I was surprised that SF does not currently have this ability, as I feel that it is critical to using Email-2-Case, and keeping all communications in the case where they belong.

Thanks,
Jason

· Flag

Latest Comment from Salesforce

  • IdeaExchange Moderator - 6 years ago

    Sebastiano- I don't have additional information on my end, but I would recommend opening a case with support to address your particular use case. 

    Previous Update:
    We delivered a feature (involving apex code) in Spring 15 for addresses this need:
    http://releasenotes.docs.salesforce.com/en-us/spring15/release-notes/rn_case_feed_default_email_fields.htm

    https://www.salesforce.com/us/developer/docs/apexcode/Content/apex_interface_QuickAction_QuickActionDefaultsHandler.htm

    Also, if you use the Case feed, when you click "reply" on an email feed item, the "From" is automatically set to the right Email2Case address (you don't need the above feature for that, it's native).
  • Upvotes
  • Downvotes

Ideas

Apps

from AppExchange

Help us to keep IdeaExchange clean by pointing out overlapping ideas. We'll investigate your suggestion and merge the ideas if it makes sense.



 

 

Thanks for your merge suggestion. We will review it shortly and merge the ideas if applicable.

Salesforce takes abuse situations very seriously. Examples of abuse include but are not limited to posting of offensive language or fraudulent statements. To help us process your request as quickly as possible, please fill out the form below describing the situation. For privacy and security reasons, the final outcome of an abuse case may not be revealed to the person who reported it.


 

Thank you for your feedback. We take abuse seriously and will investigate this issue and take appropriate action.