Email to Case - images in automated emails - Answers - Salesforce Trailblazer Community
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Melissa GomezMelissa Gomez 

Email to Case - images in automated emails

1. I have set up email-to-case to receive service inquiries from our customers and am having trouble recieving images in the way that I'd like. Right now if I click to view the email, the image is an attachment and does not appear inline automatically. 

2. The other challenge I'm findind is with my the case alerts I send out to the team. I've used process builder to send out an email alert everytime a new case is created - it goes out to our extended team (not Salesforce users). I would like the images that customers send in as part of their ticket to show up on these email alerts. Is there anyway to do this. 
vignesh jothivelvignesh jothivel
Check this out for our 1st question: https://releasenotes.docs.salesforce.com/en-us/summer15/release-notes/rn_e2c_html_email_feed_items.htm

 
Cogno BotsCogno Bots
Question # 1 

You will have to ensure that you have enabled Feed View which can be done as follows:

1. Go to Setup - Cases - Page Layouts
2. Select a Feed Based Layout
3. Click on the "Feed View" link in the right hand corner

Next step is to enable HTML email as follows:

Go to Setup, click Customize | Cases | Email-to-Case and select Enable HTML Email in the Email-to-Case Settings page.


Question # 2 

For showing images in email alert to non salesforce users, you will have to enable Files on email-to-case setup which can be done as follows:

Go to Setup, click Customize | Cases | Email-to-Case and enable "Save Email-to-Case Attachments as Salesforce Files" in the Email-to-Case Settings page.

Once that is done, you can write a process flow to create Content Distribution record with public access for email attachments. This record will have  DistributionPublicUrl. You can call this flow from your existing process builder to send out email alerts with DistributionPublicUrl of attachments.