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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
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.
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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André Arnaud de Cal...
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