Configure email and comment notifications

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Add a script to the email reply or case comment template to include all activities (emails and comments) on a case record in email replies and in email notifications.

    Before you begin

    Role required: admin

    Procedure

    1. Update comment notifications.
      1. Navigate to All > System Notifications > Notifications.
      2. In the Email template column, enter case.commented.for.customer.
      3. In the case.commented.for.customer system property, add the following script to the Message HTML field: ${mail_script:get_emails_comments_activity_history}.
      4. Save the field.
    2. Update email notifications.
      1. Navigate to All > Email client templates > Reply.
      2. In the reply-recieved system property, add the following script to the Body HTML field: ${mail_script:get_emails_comments_activity_history}.
      3. Save the field.

    Result

    All emails and comments are now included in the email replies and notifications.