Contents
How to automatically create cases from Inbound emails?
Configure the inbound email account that Sugar will monitor by navigating to Admin > Inbound Email. From the actions menu, choose “New Group Mail Account”. Configure the fields in the Mail Account Information section. All required fields are marked with a red asterisk in Sugar and must be completed prior to saving.
When to create a case from an email?
The application creates a case only if the case is resolved earlier than the duration you specify. If the incoming email is related to a case resolved later than the specified duration, the application only associates the incoming email with the existing resolved case; a new case won’t be created.
What does email to case mean in Salesforce?
Email to Case is a standard Salesforce feature that allows cases to be created from emails. We will be looking into the detail of On-Demand Email-To-Case and Email Services.
How does sugar automatically create cases from Inbound emails?
Emails sent to a monitored group mail account will be automatically converted into a Sugar case record related to the account that corresponds to the sender’s email address. The new case will be assigned to a user on the preferred team in a round-robin fashion, or Sugar can assign the case to the user with the smallest caseload.
How to send email to case in Salesforce?
Just send us an email [email protected] ”. When you set up Email-to-case, you can take those emails and turn them automatically to Case records in Salesforce, send auto-replies, distribute them to your support team, and take other automated actions.
What happens when an email case is created?
Once a case is created, the incoming email is removed from the queue. If there’s no routing rule to route the newly created case to another user or queue, the user who’s the owner of the case creation rule will be set as the owner of the case, too. Cases are created automatically only when the case creation rule is active.