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1,230  Points
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Email-To-Case Threading Behavior Update

Retain RefID and/or Thread ID for Email Threading!  We utilize workflow and process builder to send emails related to case records, responses to these emails will not attach to the originating case record because the RefID/Thread ID is no longer used… Show more

12 comments · 6 months ago

6,210  Points
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Dynamic Forms for Case Standard Object

This idea was created to track feedback and progress about enabling Dynamic Forms for the Case standard object. This is a continuation of the work that was started based on one of the top IdeaExchange ideas: "Dependent page layouts - data rules… Show more

34 comments · 3 months ago

1,280  Points
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Add Message-Id to the emails sent from workflow rules/process builder

We have added Thread_Id  to all the emails sent from Case workflow rules. We are using apex email services to process incoming emails. Cases.getCaseIdFromEmailThreadId is being used to retrieve the related Case record, after parsing the email content… Show more

7 comments · 6 months ago

13,540  Points
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Email Signature Images as attachments

Please make it so that the logos and images on email signatures do not show up as email attachments. Whenever someone says they have attached images to an email, I have to go through more than 20 images sometimes just to find the image that they are… Show more

184 comments · 5 years ago

280  Points
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Make New Threading Behavior for Emails available for E-Mail Alerts

As of the documentation stated here: https://help.salesforce.com/articleView?id=000355168&language=en_US&mode=1&type=1Soon the RefID/ThreadID functionality to connect E-Mails to a case will be terminated and new Threading behaviour be… Show more

3 comments · 5 months ago

6,790  Points
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Push notifications / list refresh in Lightning Experience Console

Currently lightning experience doesn't support push notifications - as documented here:https://help.salesforce.com/articleView?id=console_lex_limitations.htm&type=5Please enable it!  We have a number of different service desk teams who would… Show more

133 comments · 3 years ago

1,320  Points
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Add Recently Viewed Pages to Live Chat Transcripts in Lightning Experience

In the Classic Experience you would be able to view the web pages visitors were currently and recently on in a section called "Recently Viewed Pages" for Live Agent chats. You do not have this ability in the Lightning Experience. This is… Show more

10 comments · 2 years ago

20,210  Points
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Allow Web-to-Case to support Case Attachments

I would like the ability to generate or write into the HTML code the ability to attach files to cases before they are submitted through the online form.

229 comments · 13 years ago

17,590  Points
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Need the ability to add an attachment when you LOG a case

We use the Self Service Portal to allow our clients to ask us questions based on an Excel spreadsheet template that they fill out for us. However, when you LOG a case, you cannot attach a file. It's a five-step process: You have to log the case,… Show more

103 comments · 14 years ago

9,640  Points
Open - On Roadmap
Open - On Roadmap

Allow Live Agent to also transfer file to customer

In the pilot feature - transfer files, the cutomer can send files to Agent. However Agent can't send files to Cutomer.We want it can also work for Agent. It's also very important for Agent to send files/screen shot as support to help… Show more

182 comments · 6 years ago

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