Creatio sends automatic emails with various notifications regarding cases. Users receive emails when their cases are registered, processed, resolved, canceled, or closed. If the case was registered by email, all recipients of the original letter will receive notifications. By default the [From] field will contain email of support service that received customer’s email. If the case was registered from another channel (portal, call, etc.), then the [From] field will contain email of the support service specified in the [Customer service Email] system setting.
Note
To send notifications only to the case contact, even if they did not send the original email, enable the “Send automatic notifications only to contact” system setting (“AutoNotifyOnlyContact”).
The email template used for each notification depends on the case status and category. You can set up template connection to case category and status in the separate lookup [Case notification rule].
To send emails:
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Set up contact case notification rules. Read more >>>
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Customize the text of your email notifications by editing corresponding email templates. Read more >>>
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To allow users evaluate the quality of case resolution, specify the link to Creatio website and set up the user satisfaction scale.
The logic for sending email notifications is set up in the [Send email to contact on case status change] business process.
Contents
•How to set up a mailbox to send email notification
•Set up contact case notification rules
•User satisfaction scale setup
•Case resolution notification setup
See also
