Hi Group, unfortunately I need to ask another question that I am hoping you can help with. We are currently setup so that the case owner is set as a queue so that everybody in the team the queue belongs to can see when a case is raised. When a support agent picks the case up they set themselves as the support agent owner. What I am looking to do is setup the system (we are on professional so do not have workflows) so that if a customer replies to a case the support agent/owner is notified. Is this possible either via a notification or e-mail? I am looking to update a process that I have setup so that if a customer replies to a case it updates the case status but it would be even better if the support agent got a notification.
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@Justin Cheverie are you able to share how you set this up in process builder? We are only on Professional edition so we are limited in the number of processes so I am trying to group things together. I don't suppose you know how to update a custom date field on the case when an e-mail is sent from the case, but not have the e-mail object on the account try to do the same thing when you e-mail the customer from the account page?