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Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

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Posted on by Microsoft Employee

Hi everyone,

I have a requirement that, when the case was resolved an email notification will be sent to the customer email address that your case has been resolved on that Case resolution Email notification a disclaimer was mentioned that replying to this email will reopens/reactivates your case.

So here the case should have to be reopened automatically with the same case number without creating a new case, when a customer reply's to that Email.

And i need to achieve this using the OBB functionality. Kindly share the workflow steps if we can able to done with the workflow.

Thanks everyone for your valuable answers and suggestions.

*This post is locked for comments

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

    check1.PNG


    Hope This will solve Your query , please mark my answer , if i made your day a little better 

  • tebz83 Profile Picture
    tebz83 5 on at
    RE: Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

    Hi Can you please share a screen shot of the workflow. I have to achieve the same requirement for my organisation.

    Thank you

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

    Good Day,

    I just wanted to know if  the workflow steps could be shared in order to achieve this functionality.

    Assistance will be much appreciated.

    Kind Regards

    Bash

  • Verified answer
    RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

    Hi Shiva,

    Are you still facing the above mentioned issues? If yes then please create new post to get suggestions from others community members as well. This will help the post stick to the main question.

    Also, if you have got the answer to your main question then please close the this thread by marking the suggestion as verified.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

    No Problem Ravi.

    I am facing some issues

    1. While i was doing the test, After the case was creating i am getting Case creation acknowledgement email notification to mail Email when i was replying to that Email like "Thanks for Accepting my request" it was not showing up on that Case activities list.

    2. And sometimes the Email sent to support mail was getting to into that Outlook mail but the case was not creating in CRM. Like we are having 2 mailboxes one mailbox was and working cases are creating for that when an Email was sent, but other mailbox one was not working properly, i just tried TEST&ENABLE mailbox to check whether it was working or not i am getting the test check email to the outlook. And in the mailbox incoming and outgoing both are success.

    3. So for that i have deactivated the Mailbox and reactivated again then i got all the Emails that i have sent before and all cases are created again i have checked system jobs there the workflows are triggered and the cases are created. But i didn't know why the emails that sent months ago are again triggered and converted into cases now.

    Thanks in Advance. 

  • RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

    Ohh Sorry. I thought for some reason you are not considering workflows. Please try above suggestions and let us know how you go.

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

    Nothing Ravi as Ambar shared the URL which consists of plugin code, i have replied for that.

  • RaviKashyap Profile Picture
    RaviKashyap 55,410 on at
    RE: Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

    Reactivating a case with workflow is OOB functionality. What's your concern with workflow?

  • Suggested answer
    RE: Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

    its Hard to get it through OOB , we checked all the thing in our turn .

    point is you need to check case number available in subject line of email in existing Case record .

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Reopen or Reactivate a Case automatically when a customer reply from his email to Resolved case Email notification from the Agent.

    Hi Ambar,

    I should have to do this either with OBB or with North52 BPA addon

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