Email-to-Case is a powerful Salesforce feature designed to automatically create cases from emails sent to a support address. However, sometimes cases are created outside the configured settings, causing operational problems and confusion for support teams. This article explains how to identify and resolve this issue.
Diagnosing the Problem
Before solving the problem, it is essential to understand why it occurs. Here are some common causes:
- Inefficient Configuration Rules: Processing or routing rules may be poorly configured or incomplete.
- Unapplied Email Filters: Lack of filters to reject irrelevant or unrelated emails.
- Routing Settings: Emails being routed to the wrong queue or creating cases outside specified parameters.
- Additional Automations: Process Builders, Flows, or Workflow Rules creating cases unexpectedly.
- Unverified Email Address: If the configured email address is not properly verified, cases will be created according to default case settings, potentially ignoring customized rules.
Step-by-Step Solutions
1. Review Email-to-Case Settings
- Go to Setup in Salesforce and search for “Email-to-Case.”
- Check the emails configured as support addresses.
- Confirm that “Enable On-Demand Service” or “Enable Email Routing” options are activated, as applicable.
- Ensure that the queues assigned to cases are correctly configured.
- Verify the configured email address. If it is not verified, complete the verification process to ensure the configured rules are properly applied.
2. Implement Filters and Processing Rules
- Create or revise Validation Rules to prevent cases from being created without essential information.
- Configure Workflow Rules or Flows to apply additional criteria to created cases.
- Use the Email Message Object to capture specific information and validate the email source.
3. Monitor Active Automations
- Review Process Builders and Flows interacting with case objects.
- Ensure that the logic does not create duplicates or unwanted cases.
- Update processes to use clear conditions aligned with business rules.
4. Test and Validate
- Send test emails to the configured addresses.
- Observe the behavior of the created cases and compare them to the configured criteria.
- Adjust settings as needed until results align.
Best Practices
- Documentation: Maintain a clear record of configurations and implemented rules.
- Regular Audits: Periodically audit automations and email rules.
- Training: Ensure your support team understands how Email-to-Case works and can quickly identify problems.
- Verification of New Emails: Always verify new emails added to the organization, whether from users or features like Email-to-Case or organizational email addresses. Verification is essential to prevent cases from being created outside configured rules. Refer to the official Salesforce documentation for more information on email verification.
Salesforce requires all email addresses to be verified, as introduced in the Spring ’22 release. Emails sent from unverified addresses are rejected, interrupting email functionality. Admins can check email status in Setup > Users, where the “Verify” link changes to “Verified” after confirmation. Verification links expire after 72 hours, and new links can be sent if needed.
Conclusion
Solving Email-to-Case problems requires a structured and detail-oriented approach. By following these steps, you can ensure that created cases align with your business needs, avoiding confusion and improving customer support efficiency.