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Auto respond email when a queue email converted into a Case

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Posted on by Alaa Ramadan

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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

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Sayen Zhang on at

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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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Alaa Ramadan 4,130 on at

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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.

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Sayen Zhang on at

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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

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