--- schema_version: "1" id: c68b5d7d58c7ac105855f73b1bcc75be7c9aa1aef2af970173ff7a1954c99e9b title: Provide Web Forms with Web-to-Case collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/customize_casecapture.md canonical_url: https://help.salesforce.com/s/articleView?id=service.customize_casecapture.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: d89f375f037e2a9dcb4b6bbf33126c66fa09ecc41f8f0a696dfe2bbbcdd7d04a description: Let customers submit support requests on your website with a simple, customizable form. Use Web-to-Case to automatically turn support inquiries into cases. products: - Service Cloud - Digital Engagement release: "264" --- # Provide Web Forms with Web-to-Case Let customers submit support requests on your website with a simple, customizable form. Use Web-to-Case to automatically turn support inquiries into cases. ### Required Editions
View supported editions.
Setting up a web form works this way. - Step 1: Set your case submission preferences in Setup. - Step 2: Decide which case fields to include in your form—for example, Contact Name, Phone, or a custom field. - Step 3: Using a tool in Setup, generate the form in HTML. - Step 4: Add the HTML to your website to make the form visible to customers. When a customer submits the form, they receive an automatic email letting them know you’ve received their request. You can use a template to customize the text of this email. At the same time, a case is created in your org to track the request. Whenever possible, the case is automatically linked to the relevant contact and account based on the customer’s email address. With a Web-to-Case form, you can generate up to 5,000 cases per day, or more if you request a higher limit. That’s 5,000 fewer calls to your support team! You can also add reCAPTCHA v2 to your web form to filter out spam cases. Note that Web-to-Case doesn’t support attachments or rich text fields. - **[Supported Editions for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.web_to_case_editions.htm&release=264.0.0&type=5)** Learn about the Salesforce editions and user interfaces that support Web-to-Case. - **[Prepare for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case_prereqs.htm&release=264.0.0&type=5)** Before setting up your web form with Web-to-Case, complete these steps. - **[Turn On and Customize Web-to-Case](https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case.htm&release=264.0.0&type=5)** Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. To set up Web-to-Case, enable the feature, create and customize your web form, and add the form to your website. - **[Default Salesforce Go Settings for Web-to-Case](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_default_settings.htm&release=264.0.0&type=5)** To quickly start using Web-to-Case, we recommend turning it on in Salesforce Go. When you do that, these settings become active. - **[Generate and Test Your Web-to-Case Form](https://help.salesforce.com/s/articleView?id=service.web_to_case_html.htm&release=264.0.0&type=5)** Generate HTML code that can be inserted into your company's website to capture cases in a web form. Whenever someone submits information using the form, a case is created. - **[Prevent Spam Cases with reCAPTCHA](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_enable_recaptcha.htm&release=264.0.0&type=5)** We recommend adding reCAPTCHA v2 to your Web-to-Case web form to prevent spambots from wasting service reps’ time and muddying your case data. The reCAPTCHA widget requires customers to select an “I’m not a robot” checkbox before they can create a case. - **[Web-to-Case Guidelines and Limits](https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_notes.htm&release=264.0.0&type=5)** Review guidelines and limits for Web-to-Case, which lets you add a form to your website that customers can use to report issues.