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


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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:

    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).
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