--- schema_version: "1" id: cab500421aaff003c3f222ffbb07a05cc1480c1e52367caadab7c7194066d7e2 title: Web-to-Case Guidelines and Limits collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/customizesupport_web_to_case_notes.md canonical_url: https://help.salesforce.com/s/articleView?id=service.customizesupport_web_to_case_notes.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 2bc9da065444252fe233ddf9d90d603c042abcc4b23af17709614b332b6917ab description: Review guidelines and limits for Web-to-Case, which lets you add a form to your website that customers can use to report issues. products: - Service Cloud - Digital Engagement release: "264" --- # Web-to-Case Guidelines and Limits Review guidelines and limits for Web-to-Case, which lets you add a form to your website that customers can use to report issues. ### Required Editions
View supported editions.
## Choosing Your Web Form Fields You can include both standard and custom case fields on your web form. We recommend including fields that capture the customer’s details—such as their name, phone number, email address, company, and role—and issue—such as a case subject, description, and related product. ![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 Default field values are populated only when a valid Record Type ID is included in your Web-to-Case form and the Web-to-Case automated user has access to that record type. Without a valid Record Type ID, default field values aren't applied to submitted cases. When selecting fields, review these tips and considerations. - To let customers report issues about several products at a time, use a custom multi-select picklist. - The format for date fields captured online is taken from your organization’s Default Locale setting. - If your organization uses multiple currencies and you add a currency amount field to your form, add the Case Currency field too. Otherwise, amounts are captured in your organization’s default currency. - If you use case record types, select the Case Record Type field to prompt users to select specific record types. - Salesforce runs field validation rules before creating cases submitted using a Web-to-Case form. Cases without valid values aren’t created. All universally required fields must have a value before a case can be created. ## Unsupported Content Types Web-to-Case forms don’t support these content types: - Attachments - Rich text area (RTA) fields—If you use these fields on your forms, any information entered in them is saved as plain text when the case is created. - Multipart/form-data—Cases aren’t created for forms that use this content type. - Script tags—When script tags are submitted in Web-to-Case forms, the tags are saved as plain text in the case details. ## Avoiding Spam Cases reCAPTCHA v2, a Google service, is your first line of defense. This service requires users to select an “I’m not a robot” checkbox. You can opt to include reCAPTCHA in your web form when you configure your Web-to-Case settings and generate your web form code. To learn more, see [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 Limits You can capture up to 5,000 cases in a 24-hour period. When you reach the 24-hour limit, additional requests are stored in a pending request queue that contains both Web-to-Case and Web-to-Lead requests. The default case owner listed on the Support Settings page receives an email containing the additional case information, and the requests are submitted when the limit refreshes. If a new case can’t be generated due to errors in your Web-to-Case setup, Customer Support is notified so that we can help you fix it. The pending request queue has a limit of 50,000 combined requests. If your organization reaches the pending request limit, additional requests are rejected and not queued. The administrator receives email notifications for the first five rejected submissions. Contact Salesforce Customer Support to request an increase to your daily case limit or pending request limit. ![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 Only created cases count toward your API daily limit. If a customer request fails reCAPTCHA verification or field validation, it doesn’t count toward your limit. ## Settings on Web-Generated Cases | Setting | Description | | --- | --- | | Case Owner | You can create an active case assignment rule to automatically assign web-generated cases to users or queues based on specific criteria in those cases. Cases that do not match any of the assignment rule criteria are assigned to the Default Case Owner specified in your Support Settings. | | Case Status and Origin | New web cases use the default status that you selected from the Case Status picklist values. The admin selects the default value for the Origin field during Web-to-Case setup. | | Case Age | The age of an open case is the time that has elapsed from its creation to the present. The age of a closed case is the elapsed time from its creation to the time it was closed. Case reports include a list named “Units” that lets you choose to view the age in days, hours, or minutes. | ## Server Responses and Errors When a user submits a Web-to-Case form, the Salesforce server responds that the form data was received. If the data isn’t received, Salesforce responds with a response code in the 400–599 range. When that happens, we recommend displaying an error message to indicate that the user should try again. This table defines common response codes. | HTTP Response Code | Description | | --- | --- | | 200 | Success code for successful form submission. | | 400 | The request wasn’t understood. Check that the form was copied correctly. | | 403 | The request was refused. Verify that the logged-in user has appropriate permissions. If the error code is REQUEST\_LIMIT\_EXCEEDED, you’ve exceeded API request limits in your Salesforce org. | | 404 | The requested resource wasn’t found. Check the URI for errors and verify that there are no sharing issues. | | 500 | The request wasn’t completed due to a Lightning Platform error. Contact Salesforce Customer Support for help. | | 503 | The request wasn’t completed because the server is unavailable. The server might be overloaded or offline for maintenance. | #### See Also - [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.")