I want to send an email to the Case Owner if a Customer responds to a case comment via email. Is there any out of the box setting? Or do I need to write a trigger?

  • trigger should definitely NOT be required. If the case comment went out with the threadId, then the response will come in as an EmailMessage and workflows can be written on EmailMessage – cropredy Jun 23 '16 at 20:48
  • When I do that it doesn't show Email Send as one of the workflow actions – Maneesh Jun 23 '16 at 22:41

So, here's an approach

  1. Create a workflow or Process Builder flow on EmailMessage
  2. The workflow has a single action to do a field update on Case. Have the update be to set a custom checkbox field Case.HasNewEmailMessage__c to true.
  3. Create a new workflow on Case that executes when Case.HasNewEmailMessage__c is TRUE.
  4. This Case workflow sends an Email Alert to the Case Owner. The same Case workfow does a field update to set Case.HasNewEmailMessage__c to false.
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