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RupeRupe 

View of new / unopened emials on cases

 

Hi - we're operating an email to cases process.

 

Is there a way I can create a view of cases with new emails (unopened emails).  At the moment we might get a response from a customer to an existing case and not know about it.

 

Thanks

 

Rupert

 

NLWidderNLWidder

You can enable thecreate task from email feature that will create a new task for the Case Owner when an email comes in.  To do this go to Setup | Customize | Cases | Email-to-Case.  Go into the specific email address (or all of them) and check off the "Create Task from Email" checkbox to enable this feature.  The task is marked Completed when you open or have replied to the email.
RupeRupe

Great - thanks - will give that a go.