How to Automate Salesforce Ticket Creation from PolicyAssist and Embedded Marketplace Submission

Step 1: Configure your established email addresses in GloveBoxHQ

Before wiring anything into Salesforce, make sure the inbox addresses you'll be using are set up as your official, established addresses inside GloveBoxHQ (Settings → Communications, or wherever your org manages outbound/inbound addressing). This matters because:

• PolicyAssist and Embedded Marketplace both send policyholder- and prospect-facing communications from these addresses, so replies naturally land back in the same inbox you're about to route into Salesforce.
• Using an address GloveBoxHQ already recognizes as "yours" avoids deliverability issues (SPF/DKIM mismatches) that can happen when a brand-new, unconfigured address starts sending and receiving agency mail.

Common pattern:

• service@[agency].com — established as the reply-to/from address for PolicyAssist service communications
• quotes@[agency].com — established as the reply-to/from address for Embedded Marketplace quote communications

Step 2: Create or identify the dedicated inbox

Confirm the inbox itself (the mailbox that actually receives mail sent to that address) exists and is accessible for forwarding/relay — this is the mailbox Salesforce will watch.

Step 3: Set up the Email-to-Case address in Salesforce

In Salesforce Setup, navigate to your Email-to-Case (or your org's equivalent intake) configuration and generate a routing address, or connect your real inbox via a forwarding rule/relay so mail sent to your GloveBoxHQ-established address lands in Salesforce.

Step 4: Map the inbox to a pipeline

Assign the intake rule to the specific pipeline you want tickets to land in — this is the step that determines where the ticket shows up for your team.

Step 5: Set default field mapping

Configure how email fields map to ticket fields:

• Sender email → Contact/requester field
• Subject line → Ticket subject
• Body → Ticket description
• Optionally, use subject-line keywords or sender domain to auto-tag or auto-route to a sub-queue

Step 6: Set the entry stage and assignment rules

Decide what stage a new ticket lands in (e.g., "New") and whether it should auto-assign to a queue, a round-robin rotation, or a specific team member.

Step 7: Test with a live email

Send a test email to the address — ideally by triggering an actual PolicyAssist service request or Embedded Marketplace quote request, not just a manual test send — and confirm a ticket appears in the correct pipeline, at the correct stage, with the fields populated as expected.

Use case 1: PolicyAssist service requests → Service pipeline

1. In GloveBoxHQ, confirm service@[agency].com is established as PolicyAssist's outbound/reply-to address.
2. Point that inbox at your Service Requests pipeline in Salesforce.
3. Map the subject and body so agents immediately see what the policyholder is asking for.
4. Auto-tag by subject-line keywords (e.g. "ID card," "endorsement," "cancel") to route to the right specialist.
5. Set the entry stage to match wherever your team currently triages new service work.

Result: A policyholder's PolicyAssist service email becomes a fully-formed ticket in your Service pipeline within moments.

Use case 2: Embedded Marketplace quote requests → New Business pipeline

1. In GloveBoxHQ, confirm quotes@[agency].com is established as the Embedded Marketplace's outbound/reply-to address.
2. Point that inbox at your New Business / Quoting pipeline in Salesforce.
3. Map fields so producers see the requester's contact info and what they're shopping for right away.
4. Consider a stage-based SLA (e.g., quotes must be worked within 24 hours), since speed-to-lead matters heavily for conversion.
5. Auto-assign to your producer rotation so new quote tickets don't sit unclaimed.

Result: Every Embedded Marketplace quote request becomes a trackable pipeline ticket in Salesforce the moment it lands.