Re-Open a closed case when an email is received
|Knowledge Article Number||000220076|
Sometimes a case is closed, and then the customer replies with new information or a new issue. The email gets attached to the original case, however, since the case is closed, there's no notification that the customer is waiting on a response. We'll show you how you can use a simple workflow rule/field update to reopen such cases.
5. Click Save & Next.9. Activate the rule, and you should be able to make it working.
6. Click Add Workflow Action.
7. Enter a name for the Field Update and then set the Status case field to update.
8. Select the value you would like the re-opened case to be set to, and then Save (please note, you might want to add a new Case Status value for "Case Reopened", to signify when one is reopened via email - you'll need to have that value created before you can select it.)