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I have amultiple queues each of which has assoicated email. all queues received emails and user convert email into a case.
Just one of these queue I want to send email to the sender after a a case created.
How do I acheieve this.
Thank you
Hi Alaa,
When a case record created, the original sender in the case level will become a customer.
So, we can add a dynamics value in email of the process to send email to original sender.
Hope it will help you.
Best Regards,
Sayen Zhang
Thank you Sayen, appreciated!
We do not want a new case to be auto create. user will validate the incoming email in the queue and then convert into a case if it's new issue otherwise it will regard the email into an existing case. I can create a process to send email once a case created, my issue is how to capture the original sender in the case level so the reply will go back to the sender.
Hi Alaa,
Hope you are well.
We can enable Automatically reply to email to send email to the sender after a case created.
Here are the steps:
1. Go to Customer Service admin center.
2. Click Case settings > Automatic record creation and update rules.
3. Select a rule that you want to send email to the sender after a case created.
4. Enable Automatically reply to email and select email template.
5. Save and activate.
6. In a specific queue, the sender will receive an email after a case created.
You can also refer to this link: https://www.youtube.com/watch?v=_BQ7yUiZGwo
learn.microsoft.com/.../automatically-create-update-records
Best Regards,
Sayen Zhang
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