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If a case is already resolved and a future email from the thread comes in.. is there a way to have the resolved case automatically be active again?
Yes. We did a workflow for this. Just be aware that it can have unintended side-effects. Most common is when the case is closed and the final email is sent out letting the Client know, and you get an auto-reply form them. :) The case reopens a few minutes later and then has to be re-closed.
But, the workflow to make this happen is fairly straightforward.
Thank you, what is the logic of the workflow?
Hope this helps.
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