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How to notify case owners in the case while adding internal notes

Modified on Mon, 28 Aug 2023 at 12:54 PM

When working on a case, it is often necessary to communicate with the case owner to provide updates or share important information. To simplify this process, SupportLogic allows you to notify the case owner directly in the case note.

To notify the case owner, you can add their email address to the CC or BCC field when you add a new case note. To do this, follow these steps:

  • Click on the "Add case notes" option in SupportLogic.
  • In the "New case note" field, enter your note providing the necessary information or updates.
  • Click on the "CC" field and enter the case owner's email address. This will ensure that they receive an email notification.
  • If required, you can also click on the "BCC" field and enter the email addresses of any other agents or team members who should be notified.
  • Once you have entered the necessary email addresses, click on the "Save" button to add the case note. The system will automatically send an email notification to the case owner and any other recipients specified.

We have provided a GIF video demonstrating how to add the CC and BCC fields to case notes. Please find the video attached below.

Currently, SupportLogic does not have the capability to notify the case owner directly when internal comments are added. However, by following the steps mentioned above, you can ensure that the case owner is informed about important updates through email notifications.

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