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After a case is created, we would like notify the contact about case creation. The users are selecting the flag "Send notification email to contact" which is sending a notification to the contact but the From address is user's email. Is there anyway to change this to systems email address??

I have seen workaround to change user's email in MySettings to system email and not sure that is good idea because we have many reps and everyone has to change their settings.

Finally I come to a conclusion that we need to workflow rule to send email notification where I can control from email address.

But just wondering any out of the box solution for this without workflow.

Thanks for your insight.

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There is a setting in Case Support Settings - Send Case Notifications from System Address

Use this setting to specify that case comment, case attachment, and case assignment email notifications are sent from a system address. If you do not select this setting, case notifications will appear to be sent from the user or contact updating the case.

Thanks, Nikhil

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  • Hi, I have already have this setting enabled but notifications are sent from user's email address.
    – sdondeti
    Apr 17, 2017 at 11:22
  • Seems like it is standard & we may have to use Auto response rules with Org wide email id OR Workflow rule with Org wide email id.
    – Nikhil Khivansara
    Apr 17, 2017 at 13:03

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