Email to Case Setup In Salesforce

Email to Case Setup In Salesforce

Email-to-Case is a feature within Salesforce that allows customers to submit support requests via email and have those emails automatically converted into cases in the Salesforce platform.

This guide will provide step-by-step instructions for setting up Email to Case in Salesforce.

Step 1: Enable Email to Case

In order to set up Email to Case, you need to first enable it through Setup. Navigate to Setup > Customize > Cases > Support Settings and click on ‘Edit’ next to ‘Automated Case User’. You can then select the user who should own all incoming emails from customers and click ‘Save’.

Step 2: Set Up Your Domain Name System (DNS)

The next step is to set up your Domain Name System (DNS). This will allow Salesforce to verify that the email address sending the request is authorized and properly configured. To do this, you’ll need to create two DNS records: an MX record and a CNAME record. The MX record should point to “” and the CNAME record should point to “lookup._domainkey”.

Step 3: Create a New Email Service in Salesforce

Once your DNS records are set up, you can create a new email service in Salesforce. Navigate to Setup > Develop > Email Services and click on ‘New’. Give your service a name and enter the domain name of your company’s website for the ‘Target User’. Then, click ‘Save’.

Step 4: Create a New Email-to-Case Address

The final step is to create a new email-to-case address. Navigate to Setup > Customize > Cases > Support Settings and click on ‘Edit’ next to ‘Email-to-Case Addresses’. Enter the email address that customers should use when sending in support requests and select the email service you created in Step 3. Click ‘Save’ once you’re done.

Email to case is a Salesforce feature that allows customers to create cases in Salesforce directly from an email sent to a specific email address. This feature helps your customer service team provide faster response times and better customer experience.

Benefits of Email to Case Setup in Salesforce:

1. Automated case creation & assignment:

With an Email to Case setup, cases created from emails are automatically assigned to the relevant support teams or agents based on criteria such as product or issue type.

2. Streamlined customer service workflow:

Organizations can easily set up automated workflows for email-based case creation, enabling agents to focus on resolving issues instead of manually entering data in Salesforce.

3. Increased customer satisfaction:

Email to Case allows customers to create cases quickly and conveniently, reducing response times and improving their experience with your company.

4. Improved visibility into customer requests:

Email-to-Case helps organizations gain better insights into customer requests, providing deeper understanding of customer needs and helping them improve their products and services.

Additional Tips:

  1. Use keywords to assign emails to the correct team or agent: You can use keywords like product name or issue type in the subject line of emails sent by customers so that cases are routed correctly and assigned to the right person automatically.
  2. Enable case assignment rules: In Salesforce Setup, enable Assignment Rules to automatically assign cases according to the criteria you set.
  3. Use email templates: Set up automated email templates that can be sent in response to customer inquiries, helping agents save time and provide a more personalized experience.
  4. Allow customers to track case progress: Enable customers to check the status of their cases through Salesforce so they can stay informed and updated on the resolution process.
  5. Monitor customer feedback: Keep an eye on customer feedback and use it as an opportunity to improve your products and services or enhance your Email To Case setup in Salesforce.


Email to Case is an effective way to streamline your customer service operations, improve customer experience, and gain better insights into customer needs. By setting up Email To Case in Salesforce, you can ensure that customer requests are handled efficiently and quickly. If you’re looking for an easy way to provide better customer service and support, consider setting up Email To Case in Salesforce today.