Setting up and using support email - Answers - Salesforce Trailblazer Community
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Charlie SmithCharlie Smith 

Setting up and using support email

We use Email-to-Case, and have our support email set up so agents can switch to that when responding to customers on cases. 
In some cases, we want to send out an email to the customer directly from the person account. However, agents are only able to select their own email and not the support email that we can normally select on Cases. 
Is there a way to let agents select that same support email on all objects, or is this functionality only available on cases? 
Best Answer chosen by Charlie Smith
Eric PraudEric Praud
Hi Charlie,

You can add this email address to the Organization-Wide Addresses. However, this means that wen on cases, users will see the same address twice.

All Answers

Eric PraudEric Praud
Hi Charlie,

You can add this email address to the Organization-Wide Addresses. However, this means that wen on cases, users will see the same address twice.
This was selected as the best answer
Charlie SmithCharlie Smith
Thanks Eric, that shouldn't cause any issues with email-to-case right? I just set up the org wide email address, and I'm able to see it but my users are not. I have all of their profiles on the email as well. 
Eric PraudEric Praud
It shoudln't cause an issue with E2C.
If you select "w All Profiles to Use this From Address", they should all be able to see it
Charlie SmithCharlie Smith
I've done this but they're still not able to see it, is there a personal email setting that could get in the way of this? 
 
Eric PraudEric Praud
Is the address verified?
Charlie SmithCharlie Smith
Yup, address is verified, not sure what's missing
Eric PraudEric Praud
Can yo utry to add it to one profile only and see if they can see it. Then add to a second profile etc.
Another thing you can try is to switch to classic and see if you see it there, then switch back to lightning, it could be  a cache issue
Charlie SmithCharlie Smith
That did it! Clearing their cache worked. Thanks, Eric!