Hello,
We have new Customer Service users that just came on board and are honestly not happy with email-to-case. A few of their concerns are with font size, logos filling up attachment section, recalling emails, attaching an email from one case to an email on another case and their biggest concern is not having the ability to send emails to a distribution list.
If anyone has suggestions on any of these, I would be beyond grateful. I'm feeling defeated.
Hi Rochelle,
I can recognize almost everything of what you write.
Regarding the possibility to send mails to distribution lists, we have been looking into setting up Macros. One macro per distribution list. In the macro we replace the To address with the e-mail addresses in the distribution list. It is working good, but we have actually not deployed it to Production since we see a lot of maintenance by us Salesforce Admins coming up when users shall be changed. So we really try to push the users to use Chatter instead.
Regarding the logos filling up the attachment section, we had a consultant company in the beginning of our Salesforce project who developed some own "Attachment Killer" object. It's not working perfect at all, but at least we get rid of some of the attachments. I tried to find some documentation about it but could unfortunately not find any. Will see if I can find something the coming days and send to you if so.
The challenge with attaching an e-mail from one case to another is also very much recognizable. We are using the Thread ID function for that, meaning, adding the Thread ID from the "receiving" case in the body or subject and then forward the mail from the case into the Salesforce address again. But the Thread ID function will be depreciated in the end of next year (in a Release Update) and after that we don't really know how to solve it.
Br Madelene
