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email notification to assignee when case is update

edited Nov 22, 2019 6:17PM in CRM 2 comments

Does anyone know how to set up ccing support when replying to a customer via email?

Basically, if reply is made via netsuite by typing in reply box, it automatically send an update notification email to assignee which is expected. However, if a support rep replies back to a customer in email (cases.829217.41_update_23.48232fd5d2@cases.netsuite.com), it only notify to a customer, not to the assignee.

In support preference, Notify assignee under update is checked.

Please help!

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