Email to Case Premium sends emails from Organization-Wide Addresses. When customers reply, these emails are returned to your Email to Case Premium routing address(es) rather than your users’ personal email addresses. 

Start by selecting unique Organization-Wide Addresses for use with both public comment emails and private comment emails.

For flexibility, you can configure rules for which organization-wide address to use based on criteria. For step-by-step instructions on adding new email addresses, see this article on Adding Email Addresses to Email to Case Premium.

• Public Comments (Default)
  • Select an address from which emails should be sent when adding a public comment.
  • This address is used for all outbound emails for public comments, unless an Organization-Wide Address by Case Field match is made (see below).

• Private Comments (All-Optional)
  • Select an address from which emails should be sent when adding a private comment.
  • Emails related to an existing Case, sent to this address, will be processed into private (public = false) comments.

• Public Comments (by Controlling Field)
  • Email to Case Premium (E2CP) can automatically use one of many Organization-Wide Addresses based on the value in any standard or custom picklist field on the Case object.
  • For example, Type might contain Product A and Product B. E2CP can automatically send emails from producta@domain.com and productb@domain.com based on the mapping of field values to Organization Wide Addresses.
  • Select a controlling field (standard or custom picklist) and then map field values to Organization Wide Addresses. 
  • Note: If the controlling field is not found, the Public Comments Send From (default) address will be used instead.

• Hybrid (Optional)
  • If an outbound email is sent from the New Comment page, and the Hybrid checkbox is enabled for the Org-Wide address that would normally be used as the From Address, the From address on the outbound email will be the user who created the comment, and the Reply-to address will be the Org-Wide address. For example:

from: John Smith <john.smith@yourcompany.com>

reply-to: support@yourcompany.com

Hybrid 'From' Address considerations: 

• Per RFC 5322: When the "Reply-To:" field is present, it indicates the address(es) to which the author of the message suggests that replies be sent.
• Mail clients generally respect this and will send to the Organization-Wide Address in the Reply-To.
• Out of Office replies and automated server messages may be directed to the sender's personal email address specified in the mail from.
• Additionally, Gmail does not respect the Reply-To address when the message is from the mailbox owner's address.