See the Email to Case Premium documentation for details, and watch the video below: 

 

 

With Forward to Case enabled, people can forward emails to any of your organization's routing addresses. Prepend the subject with any Forward to Case markers defined to indicate that you want Email to Case Premium to process the email using Forward to Case. For example, if the subject is "Help with computer problem," change it to "Fwd: Help with computer problem" or "!Help with computer problem" and then send the email.

 

 

There's a specific Forward to Case section on the E2CP Inbound Configuration page. See the Email to Case Premium documentation for details.

 

 

Forward to Case looks for the marker character at the beginning of the message subject. This marker character is configurable on the E2CP Inbound Configuration page. Additionally, Forward to Case only inspects messages forwarded by internal senders. An email is from an internal sender if the From address email domain is configured as an "Internal Domain" on the Outbound Settings page. See the Email to Case Premium documentation for details.

Forward to Case will look through the body of a forwarded email to find the last sender before an address matching an internal domain forwards the email into Salesforce to create a case. This last sender will be assigned as the Case Contact for the newly created case. If an email was forwarded to others internally by a customer before being sent to an address matching your internal domain, the last sender rather than the original sender would be assigned as the Case Contact.

 

 

We have tested the most common devices, including iOS, Android, Outlook, and Gmail, among others. In Exchange environments where the original sender is also an internal user, the original sender's email address is not included in the email body, and therefore Forward to Case won't work. If you observe an instance where forward to case fails to recognize the original sender, please contact e2cpremium@vicasso.com and provide the top 20 lines of the email that was sent. 

 

 

The case will be processed as if it came from the original sender, not the person who is forwarding the message.

Can Forward to Case update existing cases?

Yes, but the Case Contact will only be set on the case creating email. Forward to an existing case only works if the existing case number is inserted in parenthesis after the forward marker. If there is a thread ID present, Forward to Case will not work.

 

 

Yes. Auto-create contacts will create a contact with the email address of the original sender if a contact does not already exist.

 

Yes. Email addresses which are CC'ed as part of the email received before it's forwarded in to create a case are eligible to be added as Case Team Members and Contact Roles.