Incoming emails are not creating Case CommentsYou are receiving incoming support emails that relate to open cases, but these emails are not creating new Case Comments.Feb 6, 2024Knowledge
InformationPermalinkHelp Permalinkhttps://kb.vicasso.com/?kb=000004427SymptomsYou are receiving incoming support emails that relate to open cases, but these emails are not creating new Case Comments.SolutionsIf you observe this behavior, please see the following:1. Check to see if 'Inbound Specific' has been selected in the Global Tab of the Email to Case Premium setup wizard. With 'Inbound Specific' selected, Email to Case Premium will never insert Case Comments in Salesforce. More information on this can be found here in our documentation.2. Your email server should be forwarding your customer emails to Email to Case Premium rather than Salesforce Email-to-Case (Standard).Check to make sure your email server is not forwarding customer emails to any of the Email2Case routing addresses listed under Setup > Customize > Cases > Email-to-Case.Rather, your email server should be forwarding customer emails to the routing address you created during the Email to Case Premium initial setup. Note that your organization's address will be unique. StatusAdditional InformationTitleIncoming emails are not creating Case CommentsURL NameHelp URL NameIncoming-emails-are-not-creating-Case-Comments