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Org-wide email addresses which can be used by certain profiles

Need to have organization wide from addresses all my users can leverage.

For one, create an email address like "sales@acme.com" which all users in my org can use, as well as their normal address like "joe@acme.com"

2nd; support users want to reply to all cases with their "support@acme.com" email address as default, and only sometimes use their own from address.

warrenlester 10/09/08	Merged Idea originally posted 12/13/06 Default from address when sending email for a case I find it very annoying that the from address defaults to my email address when sending an email related to a case. It would be very useful to have a default from address set to our support@... (Email2Case mailbox) such that we would not have to remember to change it manually each and every time.
Bobcat 10/09/08	Merged Comment originally posted 01/25/07 I agree, we are using the portal to help prevent direct emails to a troubleshooter. Once they get the email address, they never let it go and just send direct emails to a troubleshooter instead of going through the "logging a case" path. It is nice we can set the email to show a different address for the salesforce user. But this carries through all of salesforce, even workflow notices. There should be a separate email choice I can set for all emails going out to a ssp user, but still be able to retain a real email address for workflow rules. Hard to explain correctly.
ChadMeyer 10/09/08	Merged Comment originally posted 01/25/07 This drove me nuts too, so we addressed with an scontrol that sends an email from a designated address and adds a case comment. Its actually a lot slicker than that, but if you want more info, let me know. I can be contacted at --chad at ic-2000 dot com--
MsOz 10/09/08	Merged Comment originally posted 02/07/07 Agree totally, need one email to send from and one to get workflows etc. At the moment everyones email is set to support@ as we dont want clients to email staff direct, the problem is all support staff now get everyone elses workflow emails. need to set from address to support@, sales@, accounts@ etc
eyewellse 10/09/08	Merged Comment originally posted 02/08/07 These issues only exist because you are not using the Email to Case functionality, available in Professional Edition and up. Search for "Setting up Email-to-Case" in the Help and Training. Email to case will allow the customer support user to select the reply to address the customer will see. All replies to emails from your customer support department about cases will automatically be attached to the right case, thanks to Email to case. No more checking outlook for support related emails! Email to Case does it for you.
GlennFromAppirio 10/09/08	Merged Comment originally posted 02/14/07 I think the previous poster missed the essence of this request. Even with email2case installed, the "From" address defaults to the current user. You have to manually select your email2case address every time you send an email. If you overlook this (which is easy to do inadvertently), the reply will come back to the user directly. It should be possible to set the "From" picklist to default to the email2case address, instead of the user's address (but still keep it as a picklist, so a user can override this and still select their own address).
GlennFromAppirio 10/09/08	Merged Comment originally posted 02/28/07 This is changeable via Setup-->Email-->My Email Settings. Just change your return address to be your email2case address. This is what sets the default value for the "From" picklist when sending an email.
BVanderzanden 10/09/08	Merged Comment originally posted 04/30/07 I wish for this also. The problem with setting "My Email Settings" to this mailbox is then any notification you get for a case being updated goes to your mail-to-case mailbox instead of the actual owner.
jeepee 10/09/08	Merged Comment originally posted 05/23/07 Would also like to see this. We used AccPac before, when you send an email from within AccPac, it allows you to select the 'from' address in the email screen. The from address can either be your own email address or an email alias. Email aliasses can be configured in the admin module, for each alias you can configure - A display name - Enable as a from address + a restrict to team / restrict to users option - Enable as a reply to address + a restrict to team / restrict to users option
Bobcares 10/09/08	Merged Comment originally posted 06/06/07 We are desperately in need of this feature. Salesforce provides many good features. But some of the very basic features are left out unfortunately. :( email2case in salesforce is really outdated one. An email from a customer doesn't even change the status of the ticket. :( ==> There is no way to separate a case which needs a response and a case which doesn't need a response.
regman 10/09/08	Merged Comment originally posted 11/29/07 This is an important time saving feature for our support department.
jeepee 10/09/08	Merged Comment originally posted 11/30/07 Our admin now has partially added the email2case option to get this feature. It works but it's very basic. - The 'from' lists your real user email address + the address you specified in 'My email settings'. So, if I want to be able to send email from our support email address, I have to change 'my email settings' to the support address. Salesforce then sends an email to the new address to be confirmed. Problem is, I don't receive that email because it goes to support... - The 'from' defaults to the 'My email settings' address. For me, this should be my real email address. - I have 'Automatic BCC enabled in 'My email settings'. This then defaults to the 'My email settings' address, BUT eventhough I send the email from the support address, I also want to have my own address in the bcc.
jharris@amplifier.com 10/09/08	Merged Comment originally posted 01/12/08 The default From: address should be able to be keyed off the Account related to the case, instead of merely another per-User setting. Our company provides customer service for multiple companies, and this would greatly streamline the process. This is indeed a huge oversight on the part of SF. It is as though the product development folks never watched the workflow of a customer service department first-hand - there are WAY too many clicks to answer a case via email. This needed to be in place with the very inception of Service & Support.
crmbob 10/09/08	Merged Comment originally posted 01/14/08 I agree with the comment that this feature would improve for all our customer if the e-mail address could be set to default for each user and then also be overridden on the fly as needed.
werewolf 10/09/08	Merged Comment originally posted 01/14/08 You can actually do this today by setting up My Email Settings. It will default-select the email address you set up in My Email Settings, but you can choose to send an email as yourself if you prefer -- the From address will appear as a drop-down box. However, I recognize that there isn't a way to globally set the My Email Settings for an org yet, and we will consider that for a future release.
werewolf 10/09/08	Merged Comment originally posted 01/14/08 Changed status to Ideas Under Consideration.
angle 10/09/08	Merged Comment originally posted 01/15/08 I'd love for this to be a feature. I've just posted the same suggestion.
appex@messenbird.info 10/09/08	Merged Comment originally posted 01/15/08 Werewolf - that is only partially true - automatic emails can not be changed in the same way! We would like our Closed case emails to go from a Support@ email address - This can't be done automatically
bhughes 10/09/08	Merged Comment originally posted 02/14/08 It is a shame that with workflow rule triggered automatic emails, it is the person that triggers the workflow that the email is sent from. There are users in our org that do not deal directly with the Accounts, but they edit information at the Account level, so when they update a status that triggers the email to be sent out, it sends from them and the contact and the Account does no know who it is.
jeffreyal 10/09/08	Merged Comment originally posted 03/07/08 This functionality would be VERY welcome. Bump this feature closer to the top of the development list.
minimum 10/09/08	Merged Comment originally posted 03/11/08 Please add a feature that allows an Administrator to set the default personal email address to the address value used for email-to-case! ________________________________ A long time ago we added some custom buttons to route all emails through the "email-to-case" processor. This works great as long as people actually use the custom button. When they don't, the affected case emails "escape" from sf.com and diffuse back into personal email accounts where they are INVISIBLE to management and where they get LOST. ________________________________ This is exactly the HIGH ENTROPY situation we need to avoid. It makes no sense for me to pay people to sort and filter emails - this is a FORCE DIFFUSER. It makes great sense for me to buy software that automates the large job of sorting and filtering support emails - this is a FORCE MULTIPLIER. ________________________________ Please understand that the most often used "send email" buttons are located right by the "email" list (our custom buttons are very far away). The default email address for the "send email" button comes from "preferences", and the default email address value is the user's "personal" email address. Since this is a core feature of the sf.com release, even our awesome sf.com support engineers cannot change the default settings. ________________________________ Our workaround is to ask EVERY sf.com licensee to change their "personal" email address to the address used by email-to-case. In this way "all" email transactions can be automatically routed by email-to-case. While effective, this workaround is not pretty, and as you can imagine it is nearly impossible to achieve 100% compliance in a large organization.
vklette 10/09/08	Merged Comment originally posted 03/18/08 As an administrator and literature fulfillment coordinator, I need to be able to send emails for multiple account reps. If a customer attempts to reply to the email, I want the reply to go directly to the account rep, not to my email or a generic email account. Why can't SF send emails using the account reps' email address? From reading these comments it seems like this should be given higher priorty.
nicksquash 10/09/08	Merged Comment originally posted 03/31/08 This is an absolute must have feature for us. We provide support for a number of different companies, and if we responded to CompanyA as CompanyB, there is the potential for us to lose a significantly sized contract due to branding an email incorrectly. At the moment, if we're replying to an email from a customer, it seems to automatically select the Email2Case email address that has been used, but when it's not a direct reply, it defaults to the users email address. We need the option to specify the email address to use based on some fields within the case. This way we can ensure we're correctly representing each company in our emails.
jeepee 10/09/08	Merged Comment originally posted 04/18/08 Setting up a different reply email address in My Email Settings solutions works perfect, but still one more wish. The automatic BCC option is a yes or no to the reply address. This is annoying, because once I create an email and select the from address to be my own address rather then the default (support) reply address, then the BCC remains the (support) address. However, in that case I want to receive the BCC myself. I would say you need a drop down for the automatic BCC setting - no bcc - bcc to from address - bcc to reply address - bcc to from AND reply address (then you can manually remove one if you don't want it, = faster then typing an extra one)
RK 10/09/08	Merged Comment originally posted 05/13/08 I would like the ability to have certain users send emails on behalf of other users. This would allow an administrative assistant or a sales associate to do some mass email capabilities under the heading/ID of another user in cases where the recipients need to be selective beyond just a standard query/view. Although it could be argued that the email process is simple and quick enough where any user could do it themselves, there are cases where enough manual work exists in the identification and segmentation of the recipients makes the process too time-intensive for my front-line sales people.
melbrien 10/09/08	Merged Comment originally posted 05/13/08 I would like to see this feature added, as it will be extremely useful once Salesforce adds the ability to send email to Lead/Contact using workflow. Our Marketing team would like the ability to have workflow or auto-response emails go out from a generic email address - not a specific user.
RobCrav 10/09/08	Merged Comment originally posted 05/13/08 This would be great, I would actually be able to tell how much my sales reps use SF instead of guessing because most of their assistants log in as them.
mlee 10/09/08	Merged Comment originally posted 05/13/08 With WORKFLOW RULES we're able to use Salesforce to send auto emails to our leads based on a set of criteria. This has been a very helpful feature for our company - both in time and quality management. However, unlike the AUTO-RESPONSE RULES feature, the WORKFLOW RULES functionality does NOT allow us to specify a default SENT FROM address like help@company.com. Instead, currently all auto emails that WORKFLOW RULES generate will show the SENT FROM address of the person that updated the record. This poses a big problem for us since we have a large team working on leads in a pool environment. By having emails go out with individual users' email address and leads replying directly to them negates our work system. We need WORKFLOW RULES for email actions to work like the AUTO-RESPONDER feature where we can set our own default SENT FROM address.
jeffangwin 10/09/08	Merged Comment originally posted 05/13/08 This is a real show stopper for us. In our support organization, the outwardly facing email addresses are email aliases, not individual's email addresses. Also, if we set up a rule to send an email out when a particular case-field changes, and the customer simply responds to the email, the response must be routed to the support alias, as that is what is being captured by email-to-case. With how it is now, the email is sent to the individual support rep, who must manually update the case record with the info contained in the return email. This is a great way to lose customer data!
it01092008 10/09/08	Merged Comment originally posted 05/13/08 Yea auto responce rules seem useless if we could just set the from address on a workflow rule. The effort to develop this would be seems simple.
it01092008 10/09/08	Merged Comment originally posted 05/13/08 Yea auto responce rules seem useless if we could just set the from address on a workflow rule. The effort to develop this seems to be simple.
mg_cool 10/09/08	Merged Comment originally posted 06/29/08 Additional related needs/comments from Large Enterprise: 1. Provide the ability to set the The “From” address for email notification workflows to a generic user that can also be conditionally set in a workflow. Right now the user who triggered the workflow is shown as the “From” address. 2. Emails sent from Salesforce for SSS should have additional options to use generic email addresses and be set to default for certain case (record) types or groups. 3. The list of “From” addresses displayed for sending emails from Cases should be more flexible and allow certain routing rules to not be shown as choices. There may be many routing rules used for different reasons and those don’t always need to be available as “From” address selection. 4. The Sent Case Notifications from a System Address option should allow us to specify the “From” address
WrogWrog 10/09/08	Merged Comment originally posted 08/01/08 Isn't the selection of the From Address also a "most recently used" feature? We use email-to-case on 5 seperate mailboxes for each of our products, creating cases with different record types, forms etc. The user on our support desk may send emails relating to any of these cases, and I am sure that by default the From Address defaults to the one from the previous email, at least under certain circumstances. If I am right, could you please disable this feature, or provide it only as an optional behaviour?
maria1955 10/09/08	Merged Comment originally posted 09/19/08 All of my comments on this topic have been reflected by others already. All I can add is that I totally agree with everyone. Seems like this should be an easy fix for SF to do. Don't know why it's not done yet.
themarshal 10/09/08	Merged Comment originally posted 10/02/08 I'm with maria1955, case has been made. Git 'r done!
dcp 10/09/08	Merged Comment originally posted 10/06/08 Agreed. And the "from" email address should be customizable by record type.
ollie123 10/09/08	Merged Comment originally posted 10/09/08 Salesforce's case/email handling is not fit for purpose. I've previously used a simple little system called FogBugz to manage cases in a tech-support team, it works BEAUTIFULLY. All emails go straight into a case, even matching replies so they get added to a case as an email rather than adding a new case (as SF stupidly does). SF is meant to support the TEAM, but the way emails & cases are handled it forces all case emails to go via INDIVIDUAL's email address which is daft.
maria1955 10/20/08	Ok, after digging a little deeper, I discovered that you can create an auto-response rule that will let you choose just about any case field to base the rule upon. So let's say you chose a field called Product. Now based on what product is selected, you can then make a rule that specifies, for example, if Product A is selected, then send an email from "Sales" and using sales@mycompany.com and using Email template Sales Notification. (These are made up, but hopefully you get the idea). You can create a rule based on a field and then choose a sender's name and email addres and also choose which email template to use. SOUNDS PRETTY GOOD, BUT . . . it only works for email-to-case or web-to-case. Why can't Salesforce make this work for a standard case?
ChadMeyer 12/09/08	Merged Idea originally posted 11/12/07 Define "Send From" for Workflow and Templates Its great that we can select Contacts as workflow email recipients, but I need to be able to control the From address on the emails that go out to customers/contacts. Case auto-response rules allow you to define the Send From information, and I need this for workflow to ensure that replies go to my email to case address.
LogoJon 12/09/08	Merged Comment originally posted 11/13/07 YES! please promote the idea http://ideas.salesforce.com/article/show/75280/Dynamic_Workflow_Emails__Selec...
Alexhoran 12/09/08	Merged Comment originally posted 04/10/08 I think this is a very valuable idea!

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