Email-to-Case will automatically create a case from an inbound email. It will use the senders email address to associate a contact to the case and the content of the email to auto-populate case fields. All attachments and subsequent replies will be associated with the case and it will trigger assignment, auto-response, escalation, workflow rules and processes.
Here’s how to prepare for both Web-to-Case and Email-to-Case:
Step 1: Custom Fields
● Ensure your fields capture the information you need from the website.
● Set the default case status.
Step 2: Queues
● Create any needed queues.
Step 3: Assignment Rules
● Create or activate a rule that determines HOW cases are assigned.
Step 4: Email Templates
● Create any necessary email templates.
Step 5: Org-wide Email Addresses
● Create any necessary organization-wide email addresses from which to send auto-responses.
Step 6: Auto-response Rules
● Create or activate a rule to send targeted email responses.