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Formatting of email cases

edited Nov 22, 2019 10:25AM in CRM

Currently, every time a case is created from a customer, they get an email. When the support rep updates the case, the customer gets an email with all the info in the case (including their original email). The customer responds to the email and the case is updated. The rep updates the case and the customer now gets a long email that includes the latest update, plus all the other updates to the case, plus the a repeat of all the updates again from the other email. This stacking continues as the case gets updated causing the email to the

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