When the email is received in Customer Service case from people other than contact, agent are not notified with the Case Update. How can we notify the agent when other than contact replies to the case.

[Richard57]

When the email is received in Customer Service case from people other than contact, agent are not notified with the Case Update. How can we notify the agent when other than contact replies to the case.

[Community Alums · Accepted solution]

HI Richard,

Make sure the Event has to be registered in the Customer Service scope in order for the Customer Service scoped Inbound Email Action to generate it for a Customer Service Case.

Inbound Email Action:

Event:

Event Log:

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Richard57]

Thank you Sandeep. It works like a charm.

[Community Alums]

Glad i could help you.