New emails in a Case appear as “READ” when opening the case using case Feed
|Knowledge Article Number||000199519|
|Description||When the most recent email on a Case has "New" status, and the case is viewed using Case Feed, and the Email Publisher is on the layout, the Email is flagged as Read even if the User viewing the Case does not click into the unread Email.|
|Resolution||This is expected behavior.
When a case is viewed using Case Feed, the Email Publisher (if on the Layout) will automatically load the most recent case email as a reply. In the process the email is marked as Read. This behavior is analogous to clicking "Reply" next to the most recent email in the Emails related list on the Case.