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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.
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Bobcat 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. |
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ChadMeyer 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-- |
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MsOz 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 |
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eyewellse 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. |
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GlennFromAppirio 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). |
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GlennFromAppirio 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. |
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BVanderzanden 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. |
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jeepee 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 |
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Bobcares 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. |
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regman 11/29/07 |
This is an important time saving feature for our support department. |
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jeepee 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. |
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jharris@amplifier.com Jan 12 |
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. |
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crmbob Jan 14 |
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. |
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werewolf Jan 14 |
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. |
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werewolf Jan 14 |
Changed status to Ideas Under Consideration. |
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angle Jan 15 |
I'd love for this to be a feature. I've just posted the same suggestion. |
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appex@messenbird.info Jan 15 |
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 |
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bhughes Feb 14 |
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. |
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jeffreyal Mar 7 |
This functionality would be VERY welcome. Bump this feature closer to the top of the development list. |
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minimum Mar 11 |
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. |
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vklette Mar 18 |
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. |
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nicksquash Mar 31 |
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. |
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jeepee Apr 18 |
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) |
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RK May 13 |
Merged Idea
originally posted 04/18/07
"Send As" Ability for Sending Emails
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. |
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melbrien May 13 |
Merged Comment
originally posted 05/01/07
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.
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RobCrav May 13 |
Merged Comment
originally posted 06/11/07
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.
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mlee May 13 |
Merged Idea
originally posted 12/06/07
Customizable SENT FROM ADDRESS for Workflow Rules - Email Action
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. |
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jeffangwin May 13 |
Merged Comment
originally posted Jan 10
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! |
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it01092008 May 13 |
Merged Comment
originally posted Mar 20
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.
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it01092008 May 13 |
Merged Comment
originally posted Mar 20
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.
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mg_cool Jun 29 |
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 |
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WrogWrog Aug 1 |
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? |
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