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Email to Case Premium: High-Efficiency Case Management to Reduce Service Costs
Efficient case handling for humans. Effective case context for AI agents.
- Industries
- Horizontal Product
- Business Need
- Customer ServiceAgent ProductivityCase Management
- Requires
- None
- Compatible With
- Sales CloudService CloudExperience Cloud
Email to Case Premium adds what basic email-to-case leaves out: Intelligent Responses, Email Distribution, lifecycle control, all-in-one Timeline, auto comments, and more. Humans work faster. AI agents get clean, token-efficient data. Cases cost less.
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Showing 10 of 227 Reviews
Outstanding onboarding support from purchase to go-live
We recently stood up Email to Case Premium in a brand-new org, and the experience from purchase to go-live was excellent. The product itself is powerful — the Timeline component, Contact Substitution, Internal Domains handling, and the New Comment Page give our support team far more than native Email-to-Case. What really stood out was Vicasso's support. Our Customer Success Engineer, guided us through the entire setup over several sessions — Org-Wide Address and Outbound configuration, the External Client App, Context User permissions, and email routing. Every call was followed by a recording and a clear written recap with documentation links, and he proactively checked in on our progress week after week, coordinating patiently with both our internal team and our implementation partner. The combination of a mature product and this level of hands-on support makes E2CP an easy recommendation for any team deploying it.
Great product with great support.
Our technical support team relies heavily on Email to Case Premium, and it has been a consistently excellent product. When we encountered a tiny glitch in the latest update -- a glitch that Vicasso wasn't even able to reproduce on their end -- we were ready to shrug and not worry about it. The Vicasso team stuck with it, however, and were able to finally resolve it. Thank you! By the way, my team loves the new look of the timeline. :-)
Good App With Great Customer Service
Very useful for complex email-to-case configurations. Customer Support is very helpful and friendly as well!
Great product and excellent service.
Vicasso E2CP and the other suite of apps from Vicasso really helped us resolve a lot of issues that we would otherwise had to spend hours to fix. The configurations are well documented and their after sales team is always available for support. We worked with Brian for multiple clients and the experience had been positive.
It's great to hear E2CP and the rest of the suite are saving you real hours on configuration, and that the documentation is landing well. I'll pass this along to Brian; he really is the best! Thank you for the review, and if you ever have ideas for what we should build next, we're all ears.
Saved us time and money
First the functionality has been in use for over 6 years and has provided significant value with the features that are offered. Our development team would not have been able to develop such features with ongoing enhancements. Our business team has visibility into all of the contacts that send us email and who we ultimately communicate with. This is a great investment.
Thank you, Bryan! The build-vs-buy point you made is exactly the problem we set out to solve, and hearing it's delivered real ROI for both your dev and business teams after six years means the world to us. If you ever have ideas for what we should build next, we'd love to hear them.
Easy to Order
Dunno about the app, but our technical team like it and so we renewed it.
Powerful package, and great support
Our team has been using E2CP to manage Email to Case. It is powerful, flexible with many configuration options, and the support experience has always been excellent.
We’re thrilled to hear that our product and support team have provided you with an excellent experience. We look forward to continuing to support your team for many more years. If you have any suggestions for improvements to the product that could benefit your team, please let us know!
Simplifying Case Management for Over a Decade
We’ve been using Email to Case Premium for over a decade, and it has significantly improved how we manage inbound emails and case creation. The parsing accuracy, automation capabilities, and overall reliability have helped streamline our support operations. It’s a mature, dependable solution that continues to add value over time—highly recommended for any team relying on Email-to-Case in Salesforce.
Customer Support is AMAZING
We've been using Email to Case Premium for a couple of years. And are now expanding the user base. It's also a new internal team that is doing the configurations for the expansion. The Customer Support team has been nothing short of amazing.
We appreciate the kind words, Cindi, and I’ll be sure to pass your praise along to our Support team. As you expand, you might love our redesigned Timeline, which streamlines your view of case comments with sorting, relative dates, and a shortcut to view all related files. It's available for you to install today! Let us know if you’d like a quick walkthrough, and we can get some time in the books.
E2CP and team
We have built our support team structure around E2CP. We've had it for over a decade and could not live without it. Good product, great support. Highly Recommended
Manning, it has been a pleasure working with you and the team over the last decade. I understand how valuable E2CP is for your team. We will soon introduce new functionality for the Timeline that will enhance file viewing, message reading, and overall performance. We would love to hear any suggestions or ideas you have for the product.
Thanks, LaVonne. I'm so glad our support team tracked that keyboard shortcut bug down, and thrilled that the new Timeline look is landing well with your team. If you ever have ideas for what we should build next, we're all ears!