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Ask A Guru

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New CRM Case email behavior

User_TVDSS

When creating a brand new case, if I set the email field at the top:

Set the "incoming from customer" message, "Outgoing from support rep" reply, check the "Send to customer box" and cc myself:

It should send an email with the text "Outgoing from support rep" to my gmail, like it says it does here, correct?

So why does it send the "Incoming from customer" text?

And no other emails for that case

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