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Right now, I would not recommend this app. It does NOT work with Case Feeds... yet (See their KB article, however this is contrary to the big banner on the App Exchange page that says it works with the Service Cloud Console). It looks like they could support it after Summer 14. It has been a while since new features have come out, so it is definitely ready for a revamp.
So, here are the things that it tries to address.
I have a client that uses this app to great effect, but it is expensive and it is hard to configure, and it has some issues.
A group of users at my client's site have refused to use this product as they can't see the email as it will be sent out because of the weird way the email page is layed out. Internet Creations can not do an email preview feature.
I really hope the integration with Case Feeds is really nice and solves some of the major problems of this app, as it has some great features.
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
These are just some notes, but are not fully fleshed out yet.
Feature | Salesforce Email
| Email to Case Premium | Notes |
Email Logo | Yes | Yes |
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Can change Email Logo | Yes | No | Could be changed accidentally |
Email only from Advice | Yes | Yes |
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Can see full email preview | Almost | Not really |
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Can see subject while composing | Yes | No (only in preview) |
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Can edit subject | Yes | No |
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Long Emails | Yes | Yes |
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HTML Emails | Yes | Yes(1) |
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You can create / modify Email Templates | Yes | No |
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You can create / modify Quick Text / Canned Comments | Yes – Quick Text | Yes – Canned Comments |
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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 |
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Can email TO lawyer with no email history | Yes | Yes |
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Can reply to email and keep history | Yes | If needed |
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Replies are formatted differently | No | YES |
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Looks more like an email | Yes | No |
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Can see full Email History | Yes | Yes, but it’s not collapsed so could get very long |
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Can edit Email history | No | Yes |
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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