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Topics#Customer ServiceLinda Jenkins's Question
Linda Jenkins (Volaris Group) asked in #Customer Service
Dec 30, 2013, 4:44 PM

Send published case comments to the case contact automatically

I have tried several things but I can't seem to configure a workflow that will send the case contact the published Case Comments based on Case Record Type. When I try to set up the workflow from the Case comment object, Related Contact or Related User don't work, can't save the email alert.

 

We would want the email to go to the Case Contact, not the owner or the creator since our CC team often create cases for the clients. Sometimes the clients create their own but the Case Contact would be the most relevant email recipient.

 

We also cannot turn on the Enable Case Comment Notification to Contacts feature, we don't want case comments forwarded for all our verticals.

 

I'm totally stumped. Any help would be greatly appreciated.
19 answers
  1. Jeff Susich (Wycado Consulting)
    Dec 30, 2013, 9:42 PM
    I have run into this before, now that I think of it. I have to run along, but tomorrow I'll look at this more. The good news is that there WILL be a way. 
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