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a) Unread email notifications on a case or cases b ) how to auto re-activate a closed case/resolved case if an email received on it automatically

Posted on by 5

Hello all,

On the Customer Service Hub - How does one show:

a) unread emails received on a case and also that field on a tracker? If you have 1000s of cases, how do you find the one's with recent activity?

b) how does one re-activate a case once closed if an email is received thereafter?

This is quite urgent, appreciate the forum's structured solutions.

Thanks in advance!

Developer AZ

  • LuHao Profile Picture
    LuHao 40,870 on at
    RE: a) Unread email notifications on a case or cases b ) how to auto re-activate a closed case/resolved case if an email received on it automatically

    Hi partner,

    You could refer to the Prashant solution.

    Since your needs are a bit fuzzy, I'd like to recommend you elaborate on your needs.

    This will help us provide a better solution.

  • Suggested answer
    PS Profile Picture
    PS 23,577 on at
    RE: a) Unread email notifications on a case or cases b ) how to auto re-activate a closed case/resolved case if an email received on it automatically

    a) Create a field on case 'Last Email/Activity Received on'. Create a view and sort it by this field to view latest first (Make sure that you can see both this field and case status as columns on this view)

    b) Create a workflow on emails where regarding case contains data:

    Update case's 'Last Email Received' = Email Created on

    You can always reactivate a case by clicking on 'Reactivate case' button.

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