On-Demand Email to Case in Salesforce

With salesforce.com, you can efficiently resolve and correspond with customer inquiries via email. Track and view all email threads regarding a customer service issue, and let your customers send inquiries to email addresses that automatically convert customer emails to cases.

1. Go to Setup --> Build --> Customize --> Cases --> Email-to-Cases.

2.  Click 'Edit' button.

3. Enable' Email-to-Case' and 'On-Demand Service'.

4. Click 'Save' button.

5. Click 'New' button in Routing addresses. Select 'Outlook' for outlook users and 'Email2Case' for other mail service users.

6. Enter Routing name and Email address. If you want to create task from Email, check Create Task from Email checkbox and select the task status. Select Case origin and Case status.

7. Click 'Save' Button.

8. Click 'Ok' button to receive Verification email.

9. Verify the routing address by clicking the link in the verification email.

10. Send email to 'Email Services Address'.

11. Check it in your Salesforce organization whether case is created in Case object.

12. Click to view it in detail page.


  1. if we have two support email Ids where we are getting emails from our customers . how can we identify on which support email they have send there case .??

    thanks in advance !

    1. Check whether this helps you



    2. Check this too



  2. How can I display my another field problem type in case details as you displayed the subject and description from email

  3. Hello Sir,

    I am trying that, when i am sending a mail to any person by salesforce, then after when he will reply on same , i want to save these record in salesforce, how can its possible.

    Please tell me??

    Amit Chauhan

    1. Try inbound email handler - http://www.infallibletechie.com/2012/12/inbound-email-creating-record-using.html

  4. A smallish campaign with a homemade list would not be likely to yield much of a result. To achieve anything worthwhile, a much more aggressive effort is needed. Then, the age-old value analysis applies: projected earnings = margin on total projected sales - cost of campaign.

  5. Wow...it was really awesome.. helped a lot and was explained in a really user friendly manner.. :)