satya Narayana - 7 years ago
Any one can help me onthis.
A Case cannot be edited once it has been closed(where [Status] = "Pending Closed" or "Closed" or "Cancelled Service Request" or "Closed - Duplicate"). but the customer is not satisfied, a new case will need to be created for the same case and should notify to the Customer with specified verbiage.
Chris Cousin - 10 years ago
It would be good to be able to add the e-mail thread on a template used in relation with a workflow.
Internally i have set up auto-response notification emails for customer issues received, currently the notification only shows the orignal email received which is fine, the problem is when the issue is resolved an auto-notification is then sent advising this is resolved but does not show the thread of interaction, just the orignal mail again. It would be very usual for the case description to capture the last correspondance within SF?
Matt Brown - 12 years ago
Surprised that no one wants this feature. What about Workflow Email alerts? What if you add a comment to a Case, from a Client, and you notify the Client through Workflow (not possible right now as no Email Alert on Case Comments. Argh!) and they reply to that Email Alert. Yes it will come to the Case Owners Email inbox but they have to manually add this to Salesforce if they have the Outlook connector. This is a great case for the use of the Thread ID sending the email reply back into Salesforce.