Jcurve Support Articles / CRM

Case Emails Are Not Received on Outlook but Recorded on the Case Messages

Written by
Milkie Fernandez
Published on
January 31, 2024 at 9:22:29 AM PST January 31, 2024 at 9:22:29 AM PSTst, January 31, 2024 at 9:22:29 AM PST
Scenario

Emails on the cases are not received on Assigned To employee's Outlook application but inside the case record, the emails are recorded on the Messages sublist.

User would like to receive the Case update on their Outlook application as well.

Solution

  1. Login asAdministrator
  2. Navigate toSetup>Support>Support Preferences
  3. ClickGeneral
  4. Preferences:
    • UncheckReceive Customer Replies in Case List onlybox
  5. ClickSave

Note:PerField Level help, if this box is cleared,customer communication is sent directly to the assigned support rep, allowing them to reply directly to a customer's email message rather than through the case record.

#outlook
#case reply
#case message
#case emails
Jcurve Support Articles / CRM