---
schema_version: "1"
id: 4f39c57ca0e0427a9d8da3af8402898258281e6a4f835dc46e5e7a6c8a4780a9
title: Capturing Cases from Email and Web Forms
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_email_web.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_email_web.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1625b1aa1debf595771628e2dbaced34ec69f42a9e3c94093e499c5de3d23dce
description: With Email-to-Case and Web-to-Case, automatically convert customer emails and web form submissions into case records in Salesforce. This automation saves you time and ensures that no customer inquiry goes unaddressed.
products:
  - Service Cloud
release: "264"
---
# Capturing Cases from Email and Web Forms

With Email-to-Case and Web-to-Case, automatically convert customer emails and web form submissions into case records in Salesforce. This automation saves you time and ensures that no customer inquiry goes unaddressed.

### 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>

## Web Form Submissions

Web-to-Case bridges the gap between your website’s contact form and Salesforce’s case management system. You’ll create a web form that customers can fill out on your website to report issues, ask questions, or provide feedback. When a customer submits a form response, their request is captured in a new case record in Salesforce for tracking and resolution.

To get started, see [Provide Web Forms with Web-to-Case](https://help.salesforce.com/s/articleView?id=service.customize_casecapture.htm&language=en_US).

## Email Inquiries

Similarly, Email-to-Case automatically creates cases from customer emails and threads email responses to existing cases. You can select one or more email routing addresses and add custom logic for case creation depending on the address an email is sent to. For example, if you have Gold and Platinum support accounts, set up routing address like goldsupport@acme.com and platinumsupport@acme.com.

You can also use auto-response rules to respond to different cases using different email templates. Decide what case attributes should determine what email template to use. Then, design your case email templates to provide information specific to the types of cases submitted.

To get started, see [Send and Receive Emails with Email-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_email.htm&language=en_US).