Documents stored in Dropbox are automatically deleted when changing Salesforce 'Case' owner

[readydesk]

We are using the Dropbox for Salesforce integration.  Our customer service agents create support 'Cases' in Salesforce.  We have accompanying documents that are a part of that support case which are stored in our Dropbox Business Team account.

We need those accompanying documents to stay with the support case they are associated with.

However, when we need to transfer the support case to a different customer service agent (change ownership of the case in Salesforce) the accompanying documents are automatically deleted from Dropbox and we have to go into Dropbox and restore them.

How do we fix this problem—any suggestions?

Thanks!

[Hannah]

Hey @_Stefan, I would actually suggest reaching out to our Support team about this, for more info.

Just make sure you're signed in to your Business account to do so. 🙂

[_Stefan]

Hi iam using Dropbox for Salesforce package. When we change case owner in SF for a case where we have documents saved in Dropbox, all documents in dropbox under that case disappear.

[_Stefan]

Hi, 
I have the Dropbox for Salesforce package installed. when I create a folder in dropBox via Salesforce and click enter, nothing happens(i can not create a folder). When I add the file earlier, the problem does not occur. Has anyone had a similar problem?

[Nancy]

@_Stefan, did you have the chance to contact our support team directly about this? 

If not, you’ll need to make sure you’re logged into your Business account first, and then open a ticket or chat/call via this link.