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Sarifka
case read
Hi,
The organization that I work used Email to case to track support issues. They would like new cases (=new emails) to stand out as unread, similar to the way that unread emails stand out in Gmail. Is there any way for me to build a field that can figure out if the case was read or not?
Thanks!
Sara
Are you using queues? The way we work is that if a case is in a Queue then it's "unread", meaning that no one is working on it.
We also use queues for processing of cases. If someone 'reads' it, they own it. :smileyhappy:
Hi,
Once you enable "Email to Case", you can see "Emails" related lists. There is a "Status" field in the Email related Lists. If the Status is "New", you can consider that case as unread and create a view for only those cases.
I am not sure, If that helps you.
Thanks