---
schema_version: "1"
id: b847387e8d7c0d05d7a73a75752d24e7e3e255c9439d1a02033724a65c117ef0
title: Turn On Email-to-Case
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/customizesupport_enabling_email_to_case.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.customizesupport_enabling_email_to_case.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 466360613c24392564a634e3c25ecd91efc9baf02b2746589c3660d4b3a40db4
description: Get your company ready to automatically turn incoming email messages into cases by enabling Email-to-Case and the on-demand service.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Turn On Email-to-Case

Get your company ready to automatically turn incoming email messages into cases by enabling Email-to-Case and the on-demand service.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.customizesupport_email_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce editions and user interfaces that support Email-to-Case.">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%">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d75314e61">User Permissions
              Needed</th>
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        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75314e61 ">To enable and set up Email-to-Case: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75314e61 ">Customize Application</td>

          </tr>
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      </table>

1. Before you enable Email-to-Case, take care of some configuration tasks.
    1. (Optional but recommended) Create email templates for service reps to use when replying to an email. These templates can include merge fields that show information from the original email or case in the reply. For example, in a template in Lightning Experience, include the Case Number merge field so that Email-to-Case can offer that information to the customer for their future reference.
    2. From the Support Settings page in Setup, select a Default Case Owner and an Automated Case User. When you add routing addresses, you also have the option to add custom case ownership preferences that override the default ones.
2. From Setup, enter Email-to-Case in the Quick Find box, then select **Email-to-Case**.
3. Click **Edit**.
4. Select **Enable Email-to-Case**, and click **Save**.
5. Select **Enable On-Demand Service** and click **Save**. This setting allows Salesforce to process your incoming emails.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note Enabling Email-to-Case creates the Send Email quick action. After you enable Email-to-Case, you can’t disable it, but you can update the Email-to-Case settings.

#### See Also

- [Customize Support Settings](https://help.salesforce.com/s/articleView?id=service.customize_supportrules.htm&type=5&language=en_US)
- [Email Templates in Lightning Experience](https://help.salesforce.com/s/articleView?id=sales.email_templates_lightning_parent.htm&type=5&language=en_US)