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?
So, here's an approach
- Create a workflow or Process Builder flow on
- The workflow has a single action to do a field update on
Case. Have the update be to set a custom checkbox field
- Create a new workflow on Case that executes when
- This Case workflow sends an Email Alert to the Case Owner. The same Case workfow does a field update to set