Been looking into the possibility of putting in email to case for our support team. Currently we have a generic Support email address the customer, vendors, or interal members may use. We also have other email distros/alias used to send emails over to this Shared mailbox.
My question is if it's still feasible to use email to case, while filtering some email addresses and not create cases based on that.
Example:
Support@generic.com is the general box.
junk@generic.com forwards or sends the emails to Support@generic.com, but we do not want cases to be created for that specific alias.
Would that still be possible? Anything i should be on the look out for?
Thanks for the time and help!
1 Antwort
Check out this article https://help.salesforce.com/articleView?id=000089879&language=en_US&type=1
In the example of that article it says "IT can create a folder called Bounced Messages in Outlook (Outlook account that is used for the routing address) and then set a filter that checks Subject line for all the incoming emails and if they start or contain values such as ‘out of the office’ or ‘Undeliverable’ or any other type of errors, rout them to the newly created folder instead of the inbox. This will stop these types of emails from reaching to Salesforce"
