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.
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 canto case category and status in the separate lookup [Case notification rule].
To send emails:
Set up contact case notification rules.
Customize the text of your email notifications by editing corresponding email templates.
To allow users evaluate the quality of case resolution,to Creatio website and .
The logic for sending email notifications is set up in the [Send email to contact on case status change] business process.