Email to Case Premium uses Organization-Wide Addresses for sending out emails and respects its own controls for limiting access, configured through Salesforce Setup.   When non-administrators or users not specified in the configurations of the Organization-Wide Addresses try to add a comment and send an email they receive the following error:   Sending e-mail with new comment failed: SendEmail failed. First exception on row 0; first error: INSUFFICIENT_ACCESS_OR_READONLY, Not profiled to access this Org-wide Email Address: []

External Client Apps are required by Salesforce because they provide robust security for your Salesforce environment and its applications. This is required for all Salesforce partner applications. If you are setting up your first Vicasso app, this article is for you. If you already have an External Client App for any Vicasso application, it is recommended to use it for all Vicasso applications. To migrate a Connected App to an External Client App, see: https://help.salesforce.com/s/articleView?id=xcloud.migrate_connected_app_to_external_client_app.htm

Salesforce uses Email Threading (https://help.salesforce.com/s/articleView?id=sf.support_email_to_case_threading.htm&type=5) to ensure email messages are correctly related to the appropriate cases.  Before the Summer '20 release, Salesforce relied exclusively on the standard Salesforce Case Thread ID to match inbound emails to existing cases. The Case Thread ID (ex: ref:_00Dxxxxx._500yyyyyyy:ref) was a minified combination of the Salesforce Organization ID and the Case Record ID. However, Salesforce introduced their Message-ID-based threading and slowly deprecated their Case Thread ID field, starting in the Summer '20 release.   Email to Case Premium accommodates changes that Salesforce has made to its threading behavior.

The Case Creation settings in Email to Case Premium (E2CP) allow you to choose which Case Origin, Priority, Record Type, and Owner values will be set when new cases are created based on the To: and CC: addresses included in the inbound email. In some instances, this may not work as expected.

Starting in Winter 21, Salesforce introduced a new enhancement for standard Email-to-Case where incoming emails are matched to existing cases based on the Message-Id found in email headers instead of the Thread Id included in the Subject/Body of the email. https://releasenotes.docs.salesforce.com/en-us/winter21/release-notes/rn_email_to_case.htm This change was made specifically for standard Email-to-Case, and doesn't directly impact the behavior of Email to Case Premium. That being said, we understood how this functionality could also be beneficial for Email to Case Premium customers, and as of version 8.49, it has been updated to work seamlessly with the new Message-Id Threading behavior introduced by Salesforce, as long as EmailMessage.MessageIdentifier is getting populated. For information about the new Lightning Threading Behavior introduced by Salesforce in Spring '23, please refer to this knowledge article https://kb.vicasso.com/?kb=000005319.

This chart will help you understand the custom fields that come with the Email to Case Premium application. This information will assist in including the appropriate fields in reports and list views as well as give a broader understanding as to the purpose of each field.   Notes: As of version 9.0 of Email to Case Premium, where Canned Comments was redesigned to Canned Responses, the Canned Response Filter object only applies to Salesforce Classic and the Canned Response Category object is now being used for the Lightning Experience. The Category field from the Canned Response object has also been deprecated.   

Google is changing its legal role for reCAPTCHA from a Data Controller to a Data Processor. This shift aligns reCAPTCHA with other Google Cloud services, giving customers greater control over how user data is handled and simplifying compliance with global privacy regulations (such as GDPR and POPIA). This article outlines how these changes impact customers using Simple Survey.

Salesforce released a new Lightning Threading approach, which, according to their documentation (https://help.salesforce.com/s/articleView?id=000389648&type=1), is: "In this new threading behavior, incoming emails aren’t matched using Ref ID strings. Instead, they’re matched using a secure token in the email subject or body. When no match is found using token-based threading, Email-to-Case uses header-based threading and checks metadata in email headers." Salesforce expects everyone to fully migrate to this new Lightning Threading behavior by Spring '25 with the “Disable Ref ID and Transition to New Email Threading Behavior” release update. It replaces a release update that was first made available in Winter ’21 to transition from Ref ID threading to header-based threading.

The Case Owner is not receiving email notifications when a new comment is added to a case.