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New Message Notification From Customer Center

edited Nov 22, 2019 10:26AM in CRM 5 comments

We are using the online case submission form for our company's technical support requests.  A customer will submit a new support request via the online case submission form.  In many situations after a customer has submitted a new case, they discover additional details they would like to include in the online case form.  There is a messages box on the form which allows the customer to enter additional details or comments which append to the case under the interactions/messages section.

My problem is how to setup some sort of notification that goes out to the support rep indicating to them that the cusomter has entered a new message (not via email).  Our support reps typically work on 10-20 support cases at one time so they cannot be going into these cases to find new messages.

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