Salesforce Email-to-Case

Hi Everyone,

I am trying to find a way to filter cases coming from an X email, we receive cases vie email-to-case, but I want to sort of validade an specific email and prevent the case creation. Is there a way to do that so I dont get our case page spammed?

Today we utilize the RefId in the subject line of emails to route emails composed externally (in Outlook manually or via automations) where we want the email to be attached to an existing Case in our Salesforce instance.  We compose the email, put the RefId on the Subject, and CC our email-to-Case email address.

Is there going to be any way of replicating this once we activate Lighting Email Threading?  Can we generate a token to put into the subject (or body) that will route to the Case, even if no prior outbound email exists on that Case currently in our Salesforce instance?

Real-world example of why we do this: Customer submits a Case asking for a system usage report. We create that report and email it using our external system, but we want the report to be attached to the Case in Salesforce where the customer has made the request.  This provides us the ability to track that the report was sent to the customer and the Case can be closed.  If there is follow-up on the Case later, or the customer responds to the report email, the agent that owns the Case is notified.  

Not having this ability would be a major issue for us and the main reason we have not adopted Threading or message header Ids yet.

Could we consider adding shortcuts to Code snippets?

During our workflow with paste Code lines for our customers very often - and in our previous helpdesk system we were able to mark a pasted text, click a button, and it would've been converted to a Code Block.

Here, to add a code block, I have to press a menu button (insert), select code sample, select the code sample type (though I guess it can stay as the default html/xml), type in the lines, and press save.

And even after that - it seems like the editor doesn't allow me to edit an already-pasted code block - it treats it as one character or something, attempting to delete something in it, deletes the entire code block.

Could we have a shortcut available in the toolbar to either:

1. Quickly open the 'insert new code' menu, or better yet in my head:

2. Being able to mark text and convert it into a code block

(Keyboard shortcuts to perform such actions are also very welcome, if possible).

Issue with "Transition to the Lightning Editor for Email Composers in Email-to-Case" release update is enabled.  A case has an email where there is an embedded logo like in the signature.  When the user copies the email content(ctrl A and C)  to paste in a new email window in Salesforce it only copies the logo but no other content. If you turn this release update off then you can copy and paste the email content in a new email window with it pasting all the content not just the logo. Is there any fix for this with turning on the release update?

We recently got a user request to mark emails being sent from cases as 'High Priority', a feature already available when sending from Outlook.

Similarly, emails received in Salesforce that create cases, could have been sent from Outlook marked as 'High Priority', and in such a scenario, it would be interesting to see if we could trigger actions in Salesforce based on this.

It seems this is not possible at the moment, but there are open idea(s) on it, that have remained dormant for way too many years, without any response from Salesforce product managers. Is this something anyone could look into? 😊

High priority for email | IdeaExchange (salesforce.com)

Flagging email priority | IdeaExchange (salesforce.com)

Hello! 

I would like to remove the email composer pop-up and keep just the static one from feed. Would it be possible? How?

We are testing the new Lightning Email-to-Case editor. When we use the full-screen mode, there is no Send button, no template and no attachment button.

All other buttons are there, but the most important ones are not ... 

Does anyone know if this is going solved?

I switched to the new Lightning Email Compose in my Sandbox, but I noticed that only the Email Compose in the Case Feed has been updated to the new UI. The docked email editor remains unchanged and still uses the old UI.

However, when I tested it in another org (Developer Trial), both the docked email editor and Case Feed email editor were updated to the new UI.

Is there a difference between Sandbox and Production environments when applying new features?

Thank you for your help!

Hi, I was wondering if it would be possible to set up that when a user is inserting a quick-text, after he selects a folder that the search option would only give him results from the folder he is in instead of from all the quicktexts he has access to.

So if i have the same quicktext set up multiple times for multiple languages and they are in their appropriate folders based on country for example. 

The user has access to 4 of them and after he selects the country folder and tries to search lets say based on a code he should get results from that folder instead of all 4 of them that he has access too.   

Any tips or suggestions are welcome.