I'm facing a new issue with Email-to-Case and I can't find a proper solution.
The issue is the following: In my org we have 2 emails where we can send/receive emails from clients. A generic one, like example@company.com and the personal one, like theagentname@company.com
The fact is that they are changing the department strategy and want to send and/or receive all the emails to the personal one. The problem is that they also receive generic information to this inbox, snice is the corporate mail. Sometimes the case is generated by a client email, sometimes is generated by a 3rd party email, and sometimes is generated by an internal email (a company member).
So If we configure email-to-case, every mail that the agent receives, will convert it into a case.
What are your thoughts about this situation? I think setting service adress with the personal email is not a really good practice. What should we do? Manually redirect to the generic department mail all the mails that want to be generated as an input in SFDC?
I'm really stucked right now.
Thanks for your time T'Blazers!
Best,
David.
2 réponses
True that! Personal emails getting into SF are a slippery slope.
Generic emails are the way to go, but if you have to map personal emails, I would create a button which would move the cases to a separate queue called "Delete-Cases" where you can manually clean up or have some automation delete them after a few days (assuming all your users do not have permission to delete cases).
