A closed case is automatically re-open when an email is sent to it.

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Posted on by Malc

Hi all, could someone please send me a screen shot of their workflow that achives the above. We are trying to create a workflow that opens a Closed Case, when the case is emailed.

Many of our cases are closed but the customer emails us back weeks after we have closed the case and we would like Dynamics to re-opened the case automatically on receipt of an email, thanks.

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empath-e CRM 1,136 on at

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Hi Malc,

This is fairly straight forward to achieve. Please see test example I created below. I hope this helps.

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Malc 5 on at

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Thank you very much indeed Adam, this worked perfectly.

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empath-e CRM 1,136 on at

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No problem Malc.

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Vaidehi 17 on at

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Hi Malc,

We're looking for the exact opposite of what you needed (enable auto reply to customer that the ticket is closed on setting status to closed and no messages should be recorded when the customer replies to a closed case e-mail).

Current scenario:

When customer replies to a closed ticket, the message is still recorded even though the status shows closed.

How did you get the ticket to remain closed?

Thank you.

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Tor Asbjorn 5 on at

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Hi Adam, we would like to do this aswell, unfortnantly the pictures you posted 1,5 years ago is not available here anymore, would you mind sharing them again?

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