I'm confused, which is nothing new! I'd like to know if I need to write email alerts to generate emails when cases are closed to the case owner and the case contact? I have the same question for case creation and case comments. My Case Support Settings allow me to enter a case template for case creation, case comment and case closings. Based on those templates, I assumed that the case owner and case contact would be notified when cases were created, comments added or cases were closed. Based on feedback from a few users this doesn't seem to be happening in our org but they could be wrong. Do I need to write email alert workflow rules for each of these actions? If so, how are the templates in the support settings used?
