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Non Admin profile Cannot send an email from a case using the support email to case address
I have set up email to case and it works fine. As an admin i can send emails from within a Case from the email which i have set up as the email to case address, responses are threaded back to the case and everything looks fine. However, other users can send email from a case ONLY from their own email address and they do not have the ability to select the generic Support email. As a result responses are not threaded to the case and they are sent only to their personal email.
Any idea why? How can i allow all users to send email from a case using the email to case address?
Hi Eran,
Please check two things-
1- The profile should have the "Send Email" checkbox is checked.
2- In organization-wide address on setup, email address should have allowed for that profile.
Thanks,
Shivdeep
Hi Shivdeep,
I verified that under Setup -> Organization-Wide Addresses the email which is used in the email-to-case is set up and the purpose is set as "User Selection and Default No-Reply Address".
I am still not able to select this email as the "From" address when i post an email from a case from a profile which is not an administrator.
Please see the SS and check from your side that did you select that profile.
Thanks