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Email reply to closed case have to show under new case
We have created a process builder to create a new case when customer replies to Closed case, which is working fine.
Then after if customer replies to the closed case again, we are expexting that Email should come under new Case.
How can we accomplish this task?
Then after if customer replies to the closed case again, we are expexting that Email should come under new Case.
How can we accomplish this task?
Why don't you send an email to customer when you create a new case? This will solve your problem automatically because customer will now reply to this case instead of the closed one.
Yes, already we alerting customers when new case created and few are continuing their email chain of old case. There is is got stuck
Then, I would write a trigger in Email Message and check if the case is alresdy closed then I will create a new email message on the related case.