Setup email Support

It’s time to add email support to your business!

Give your customers an easy way to submit support requests and give your team an easy way to track open issues.

This short tutorial will walk you end to end to:

1) Setup an email address that can receive support requests

2) Create a Salesforce case to track the request

3) Auto-reply to the customer with a case#

1) Setup an email address that can receive support requests

First head over to https://admin.google.com/ and click on Groups to create a new group

Fill out the required information and add yourself as the group owner.

For the group email, use support.

Click next to configure access.

Leave the access as public, but allow external users to post, and create the group.

You can now email the group and it will route to your Gmail.

2) Create a Salesforce case to track the request

For this step, navigate in Salesforce to settings -> Email-to-Case

Turn on Email-to-Case if it’s not already on, and create a new routing address.

Enter your support email address, verify the email in Gmail, and then test that you can send an email to the provided salesforce provided “Email Services Address” and that it can create a case.

Finally, open up gmail and create a filter for your support emails and set these to forward to your Salesforce “Email Services Address”

Test out emailing your support email address and you should now be creating a case in Salesforce.

3) Auto-reply to the customer with a case#

As the final setup, set up an auto-reply to the customer when a case is submitted.

First, go the Email Template in Salesforce and create a new support template.

Next, go to settings -> Case Auto-Response Rules

Create a new Auto-Response rule and leave all of the filter conditions blank and select the email template you created in your previous step.

That’s it!

You now have a support email address that will auto-respond to customers!

Need help setting everything up? Reach out!

Support@businessdatastack.com