---
schema_version: "1"
id: ec6ea83eb30586cbff4d16433e634eb26372b11312e2c6e6bc7004b9dcde1429
title: Working with Case Emails in Salesforce Classic
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_email.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_email.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 174d36632c41807c36625c2d36c534242ddb572a865544f050fa4a5ace979868
description: Cases generated via Email-to-Case or On-Demand Email-to-Case display in an Emails related list. The Emails related list includes all emails sent by your customer regarding a particular case, as well the email threads between you and your customer. The first 77 characters of an email message appear in the related list so that you can see what the message is about without having to click on it.
products:
  - Service Cloud
release: "264"
---
# Working with Case Emails in Salesforce Classic

Cases generated via Email-to-Case or On-Demand Email-to-Case display in an Emails related list. The Emails related list includes all emails sent by your customer regarding a particular case, as well the email threads between you and your customer. The first 77 characters of an email message appear in the related list so that you can see what the message is about without having to click on it.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d184072e58">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e58 ">To view cases:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e58 ">Read on cases</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e58 ">To work with case emails:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e58 ">Edit on cases</td>

          </tr>
        </tbody>
      </table>

To work with Email-to-Case or On-Demand Email-to-Case emails:

- Click **Send An Email** to send an email to a contact, another user, or any other email address.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note Partner Community user types do not see the Send An Email button in Classic Communities. The button is available in the Activity list.
- Click **Reply** to respond to an email. The email response automatically includes the email body as received from the customer. Enter your response and click **Send**.
    
    When you reply to email messages in the Email related list on cases, the From: field on your email may display to recipients as no-reply@salesforce.com or support@company.com. This is due to how the recipients' email applications receive Sender and From headers on inbound email. By default, an Enable Sender ID compliance setting is selected for your organization, which enables email messages sent from Salesforce to comply with email applications that require Sender headers for delivery.
- Click **To All** to respond to all participants on an email thread.
- Click the subject of the email to view the email. From the email, you can reply to the sender, reply to everyone, forward the email, or delete it.
- While viewing an email, you can display a list of all the emails associated with the case by clicking **Email Message List**, and you can navigate to the case's other emails by clicking **Next** or **Previous**.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note The **Email Message List**, **Next**, and **Previous** links are not available in the Customer Portal and partner portal.
- While viewing an email, click **Forward** to forward it. The email automatically includes the email body as received from the customer. Optionally, enter text and click **Send**.
- If the original email was an HTML email, you can click the **Click here to view HTML version** link to see the HTML version. For inbound email messages, if you want to see the entire email header, click the **Click here to view original email headers** link on the email detail page.
- To view any attachments contained in incoming emails, go to the Attachments related list of the email. To view attachments sent with outbound emails, view the Attachments related list of outbound emails.
    
    The size limit for an attachment is 5 MB. The user who configured the email agent can view its log file to see if any attachments exceeded the size limit.
- Click **Del** to delete an email. Note that a deleted email can be retrieved from the Recycle Bin. However, if you delete an email from a case, then delete the case, you will not be able to retrieve the deleted email from the Recycle Bin.

In the Email related list, emails are listed in the order received according to the most recent. Emails in the related list display one of the following statuses:

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d184072e257">Email Status</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d184072e260">Description</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Email Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e257 ">
              <strong>New</strong>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/emailInbound.gif" alt="New Email"></span>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e260 ">
              <p>An inbound email that has not been read. </p>
              <p style="margin-bottom:0;">The contents of the
                <samp class="parmname">Subject</samp> field display in bold for emails with a New
                <samp class="parmname">Status</samp>.
              </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Email Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e257 ">
              <strong>Read</strong>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/emailInbound.gif" alt="New Email"></span>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e260 ">An inbound email that has been read but not replied to.</td>

          </tr>
          <tr class="">
            <td data-label="Email Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e257 ">
              <strong>Sent</strong>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/emailOutbound.gif" alt="Sent Email"></span>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e260 ">An outbound email.</td>

          </tr>
          <tr class="">
            <td data-label="Email Status" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e257 ">
              <strong>Replied</strong>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/emailInbound.gif" alt="New Email"></span>
            </td>

            <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d184072e260 ">An inbound email that has been replied to. Replying to a sent email gives it a replied
              status.</td>

          </tr>
        </tbody>
      </table>

When a case contains a new (unread) email, an “Email” task associated with that case is automatically created in the case owner's task list with the email subject displayed. The owner can easily see the new task on the Home tab or from the Open Activities related list of the case. From the task, the owner can click a link to view the email associated with the case. When the user responds to the email, the task is removed from the owner's task list and added to the case's Activity History related list. The user can also move an email task to which they have not responded to the Activity History related list by changing its status to “Completed.”

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note When inbound emails create a new case and your assignment rules route that case to a queue, the “Email” task is assigned to the user configured in the email agent.

If an inbound email does not contain the email address of an existing contact, then the Web Name field on the case is automatically updated with the name in the From field of the email, and the Web Email field on the case is automatically updated with the address provided in the inbound email.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_tip.png)

Tip When running the Cases with Emails report, add the Is Incoming field to the report to see the cases received via Email-to-Case.

#### See Also

- [Send Articles from Cases](https://help.salesforce.com/s/articleView?id=service.cases_send_articles.htm&release=264.0.0&type=5 "Service reps can send articles as PDFs to customers with cases.")