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Integrating Web-to-Case into Email Newsletter

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huck57
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Posts: 2

Message 1 of 4

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Greetings. I'd like to incorporate the web-to-case functionality into an email newsletter I'm sending out via VerticalResponse. Most everything works well -- just generated the HTML in SFDC, then added it into the free form email template. Except for one thing:

When you click on the Submit Query button from within the email (which succeeds at creating a case in SFDC), it then launches your browser, opening to the following url:

https://www.salesforce.com/servlet/servlet.WebToCase?encoding=UTF-8 (which is within the header, presumably to guide the whole webtocase functionality).

My intention is for it to follow this code (but it does not):

Any insights?

Many thanks!

10-16-2007 09:08 AM

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Re: Integrating Web-to-Case into Email Newsletter

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CCarpio
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Hello,

My name is Chris Carpio and I'm an Associate Product Manager from VerticalResponse. I would be glad to help.

General HTML email best practices does not recommend the use of forms within the email. The reason for it is that a few email clients does not support it (specially web based clients such as Hotmail). What we recommend is hosting the form on a website and providing a link within your email to that site.

However, this doesn't sound like the problem you're experiencing. If it's creating a case for you (it is submitting correctly), it's probably not a problem with the email client but something within the HTML. My guess it's something along the line of the return url (check that the path is absolute).

<input type=hidden name="retURL" value="http://www.mysite.com/thanks.html">

Shoot me an email at chris@verticalresponse.com with your VR username (which is your email address) and the name of the email campaign you're working. Also, include what type of email client you're using to test this on. I'll take a look and hopefully figure out a solution.

Thanks,
Chris

10-17-2007 10:31 AM

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Re: Integrating Web-to-Case into Email Newsletter

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huck57
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Message 3 of 4

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Hi Chris,

Thanks for your response. I did a little more investigation and found that hotmail may not be the only problem (not as big of deal for business users). Turns out that Outlook 2007 seems to no longer support some advanced functions, in the name of "security." So, my checkboxes and submit button disappear and are replaced with non-interactive text or brackets. This is more likely to be a problem with my mailing list over time, so I've nixed the form-within-an-email idea.

Thanks for your help.

10-17-2007 01:54 PM