web
You’re offline. This is a read only version of the page.
close
Skip to main content

Announcements

No record found.

News and Announcements icon
Community site session details

Community site session details

Session Id :
Dynamics 365 Community / Forums / Microsoft Dynamics AX (Archived) / Customer case email ac...
Microsoft Dynamics AX (Archived)

Customer case email acknowledgement

(0) ShareShare
ReportReport
Posted on by P Jackson 1,614

Hi

After creating a Case for a customer is it possible to generate an email to the customer as an acknowledgement?  I'd like to use standard Email Templates and outgoing email and hope that within the template I could reference the CaseId etc. e.g. %CaseId%.  I'd also like to have the CaseId in the email subject line if possible.

I'm working in AX7/Dynamics365 for operations, but assuming if this is possible in AX2012 then it will be possible in the new version.

Any help or advice would be greatly appreciated.

*This post is locked for comments

I have the same question (0)
  • Fredrik Sætre Profile Picture
    Fredrik Sætre 12,644 on at

    Isn't the e-mail feature working? Version 7 has better outbound e-mail capabilities, so that shouldn't be a problem.. Haven't tried it, but now I have to I guess.

    You could also create a Flow that does this as long as it can find the customer email through the queries.

    https://flow.microsoft.com/

  • Verified answer
    P Jackson Profile Picture
    P Jackson 1,614 on at

    After further investigation I have found the standard 'Send mail' functionality can be utilised, perhaps with a little enhancement.  This works from the Case header -> Follow up section and utilises a template Email ID that can either be entered to the case header manually or defaulted to the case from the case category.  It is possible to use references such as %CaseId% in the email template subject line and body.  Unfortunately it doesn't seem to default the 'From' email address from the email template or default the 'To' email address from the contact or customer on the Case; this is where I think an enhancement is required.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Introducing the 2026 Season 1 community Super Users

Congratulations to our 2026 Super Stars!

Meet the Microsoft Dynamics 365 Contact Center Champions

We are thrilled to have these Champions in our Community!

Congratulations to the March Top 10 Community Leaders

These are the community rock stars!

Leaderboard > 🔒一 Microsoft Dynamics AX (Archived)

#1
Joris dG Profile Picture

Joris dG 5

#2
Alexey Lekanov Profile Picture

Alexey Lekanov 2

#2
Henrik Nordlöf Profile Picture

Henrik Nordlöf 2 User Group Leader

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans