Sometimes customers need to reopen a case. What happens in your org when a customer replies to a closed case? Is the reply lost, hidden on a closed case outside of your view?

With this app, automatically re-open cases when a customer sends a new email in. With the case back in view, your support reps can make sure nothing is lost.

Setup

  1. From the PowerPack Admin tab, go to the Auto Re-open Cases menu option.
  2. Choose which status you'd like Cases to go to when reopened, then click Enable Trigger.

To disable, just click Disable Trigger.

How it Works

It's automatic! When a new email comes in, the trigger checks to see if the case is open. If it's not, it'll update the Status to the one you chose.

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