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Case Management Automatic Status Changes

edited Jul 1, 2021 6:47PM in Ask A Guru 8 comments

I have some questions on cases.

  1. When a new case is created from an incoming email, the default status is "Not Started". If the agent replies to the case, the status does not change from "Not Started". It should become "In Progress" at that time since there is activity. How do I change the status to "In Progress" automatically as soon as the agent replies. (I don't want to have them set the status manually)'
  2. How do I close cases that have had no activity in more than 14 days.
  3. The email address on the customer record is usually for the accounting contact. The person who is contacting us may be in the contacts list but not the primary email. How do I make the case assign to the correct company if the email is in the Relationships - Contacts tab and not necessarily the primary email.

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