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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,
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
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.
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.
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