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Email reply to case assignment notification

edited Nov 22, 2019 10:33AM in CRM 4 comments

Hi,

We have case notifications set to email a support rep when a case is assigned to him.  I would like him to be able to reply to the notification email and have his reply emailed to the customer in addition to being recorded in the case.

What's strange is that if you look in the case, it appears that his email reply was sent to the customer (the message indicates "Yes" under "Email Sent"), but in fact, no email is sent.  Furthermore, if I force an email to the customer by typing a message in the case and checking the email checkbox, messages created by replying to notification emails do not show up in the message history tag (NLCASEHISTORY) in the email template. 

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