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Bottom line is, if you get a lot of support cases in from outside, then try this app. If most of your support cases come from your contacts that are already in the system, battle on with standard email functionality.
Internet Creations also makes
- Case Flags
- Case Merge Premium
- Case Split
- Change Case Ownership Plus
Setup
Documentation
Notes
Questions
Lightning
Sorry, I can't recommend Email to Case Premium for outbound mail in Lightning. It is just not good enough these days to continue to use Comments. There may be very specific instances where this is usable. See Emails in Cases in Lightning for how Outbound Emails can work in Lightning now.
These are just some notes, but are not fully fleshed out yet.
Feature | Salesforce Email
| Email to Case Premium | Notes |
Email Logo | Yes | Yes |
|
Can change Email Logo | Yes | No | Could be changed accidentally |
Email only from Advice | Yes | Yes |
|
Can see full email preview | Almost | Not really |
|
Can see subject while composing | Yes | No (only in preview) |
|
Can edit subject | Yes | No |
|
Long Emails | Yes | Yes |
|
HTML Emails | Yes | Yes(1) |
|
You can create / modify Email Templates | Yes | No |
|
You can create / modify Quick Text / Canned Comments | Yes – Quick Text | Yes – Canned Comments |
|
Users can control their own Signatures | Doesn’t work | Yes, but not recommended | Best to have it all controlled from the templates |
Possible to accidentally create email without a TO | No | YES! | This is not good. (It is meant to work, I need to log a ticket). |
Can email TO client with no email history | Yes | Yes |
|
Can email TO lawyer with no email history | Yes | Yes |
|
Can reply to email and keep history | Yes | If needed |
|
Replies are formatted differently | No | YES |
|
Looks more like an email | Yes | No |
|
Can see full Email History | Yes | Yes, but it’s not collapsed so could get very long |
|
Can edit Email history | No | Yes |
|
Looks good | Except for one thing | No |
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(1) HTML Email Reference https://customers.internetcreations.com/KnowledgeDetail?name=HTML-Rich-Text-Support-for-Email-to-Case-Premium