Create and respond to incidents via email with enterprise-grade features including rich HTML support, email templates with merge fields, automatic draft saving, scheduled sending, and intelligent error handling. These enhancements reduce manual work and help IT teams with reliable incident resolution even during high-volume periods or system issues.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions with Agentforce IT Service Management.
Why: Configure default email templates per routing address with incident-specific merge fields for personalized responses and add HTML content and embed images in incident descriptions. Email drafts automatically save every 30 seconds, and you can schedule replies for future delivery. Enhanced error handling includes duplicate detection from the same email, fallback queue routing, configurable over-limit actions, authorized sender allowlisting, and automatic retry for transient failures. Email address verification is now required to prevent routing conflicts, and automatic failover ensures reliability if external email providers become unavailable.
How: On the Email-to-Incident page in Setup, select or deselect Display HTML email in incidents, Save unfinished replies as drafts, Notify external senders about processing errors, Place user signature above the latest email, and Enable rich text for incident descriptions. Specify values for Unauthorized sender action, Email rate limit exceeded action, and Default incident owner.