---
schema_version: "1"
id: 8591b84da61fb4c14bcd2b3c253472df001cc4fc028b65922a2d668e82b9fa74
title: Turn On and Customize Web-to-Case
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/setting_up_web-to-case.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.setting_up_web-to-case.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 49f4e2b5bcdd69d3b0577cfd350057da5d3e1416594fdf85fe514fc97a830d3d
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Turn On and Customize Web-to-Case

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.

### 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.web_to_case_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce editions and user interfaces that support Web-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%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" id="d87838e64">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e64 ">To set up Web-to-Case:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e64 ">Customize Application</td>

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

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

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US).

1. Complete the steps in [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.").
2. From Setup, enter Web-to-Case in the Quick Find box, then select **Web-to-Case**.
3. Complete the fields.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <colgroup>
              <col style="width:38.02281368821293%">
              <col style="width:61.97718631178707%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87838e137">Field Name</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d87838e140">Instructions</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 ">
                  <strong class="uicontrol">Enable Web-to-Case</strong>
                </td>

                <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">Select to turn on Web-to-Case.</td>

              </tr>
              <tr class="">
                <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 ">
                  <strong class="uicontrol">Require reCAPTCHA Verification</strong>
                </td>

                <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">
                  <p>(Recommended) Select to require reCAPTCHA v2 verification for customers
                    trying to submit a request using a web form.</p>
                  <p style="margin-bottom:0;">When this option is selected,
                    requests without reCAPTCHA verification don’t generate cases. After enabling,
                    confirm that your generated HTML includes the reCAPTCHA information. reCAPTCHA
                    is provided by Google. Make sure that reCAPTCHA is supported in your
                    geographic area.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 ">
                  <strong class="uicontrol">Default Case Origin</strong>
                </td>

                <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">The default origin value for cases created using the web form. Most
                  businesses can select <strong class="uicontrol">Web</strong>. Optionally, create your own
                  custom value to represent a service process that’s specific to your
                  business.</td>

              </tr>
              <tr class="">
                <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 "><strong class="uicontrol">Opt Out of Web-to-Case Emails</strong></td>

                <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">If you disable Web-to-Case, this setting appears and allows you to stop all
                  email notifications that were previously generated by it.</td>

              </tr>
              <tr class="">
                <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 ">
                  <strong class="uicontrol">Default Response Template</strong>
                </td>

                <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">
                  <p>Select a default response template for automatically emailing customers to
                    indicate that their case was created. The template must be marked as “Available
                    for Use.” </p>
                  <p style="margin-bottom:0;">If you set up response rules to use different email templates based
                    on the information submitted, the default email template is used when no
                    response rules apply. Leave this field blank if you don’t want an email sent
                    when no rules apply.</p>
                </td>

              </tr>
              <tr class="">
                <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 ">
                  <strong class="uicontrol">Hide Record Information</strong>
                </td>

                <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">Select to hide record information in the email sent to customers if case
                  creation fails.</td>

              </tr>
              <tr class="">
                <td data-label="Field Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e137 ">
                  <strong class="uicontrol">Email Signature</strong>
                </td>

                <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d87838e140 ">Customize the signature in the notification email sent when online case
                  creation fails. If you don’t provide one, the default email signature is
                  used.</td>

              </tr>
            </tbody>
          </table>
4. Save your changes.

You’re halfway there! After you enable and set up Web-to-Case, it’s time to generate your web form as HTML code that can be embedded in your website.

#### See Also

- [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.")
- [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.")
- [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.")