Customize Support Settings

Indicates which record type to assign to cases created by users applying assignment rules. Select either:

• Keep the existing record type if you want new cases to keep the creator's record type
• Override the existing record type with the assignee's default record type if you want to overwrite the creator's record type on new cases

Specify the user you want listed in the case feed items and Case History related list for automated case changes. The name of the automated case user is displayed in the From field in emails sent by an auto-response rule. Automated case changes can occur from assignment rules, auto-response rules, escalation rules, On-Demand Email-to-Case, or cases logged in the Self-Service portal. Select either:

• System to indicate that an automated process performed an action, such as creating a case or changing a case’s status. When you select System, the lookup field is unavailable.
• User to use the lookup field to specify a user, such as an administrator, to be the Automated Case User. This user must have the System Administrator profile or the Modify All Data, Send Email, and Access Activities permissions. The user must have a verified email address to be an Automated Case User.

Specify the template used to notify contacts when a support rep manually creates a case. The notification is optional; it's triggered by a checkbox on the case edit page. This template must be Available for Use.

In Lightning Experience, to display the send notification checkbox to users, you must:

• Specify a case creation template for this setting
• Edit the case page layout properties and select Show on edit page for the Email Notification Checkbox setting

Specify the template used to notify contacts that a case has been closed. The notification is optional; it's triggered by a checkbox on the Close Case page. This template must be Available for Use.

Case Close Template is available in Aloha as of Summer '21 so Salesforce doesn't auto-assign it.

Automatically selects the Visible in Self-Service Portal checkbox for all new cases, including cases created via Web-to-Case, Email-to-Case, and On-Demand Email-to-Case. Regardless of this default, users creating cases can manually set the Visible in Self-Service Portal checkbox.

If you’re using Digital Experiences, this setting doesn’t apply for partner or customer users viewing cases in Experience Builder sites. New case visibility in Experience Builder sites is controlled by sharing rules.

Notify the case owner when a user adds a public or private comment to a case. If you select this setting, case owners can't opt out of receiving these notices. Notices aren't sent to inactive case owners.

In Lightning Experience, email notifications aren’t sent when support reps use in-line edit on the case record detail page to update the Internal Comments field.

Enable early triggers for escalation rules and their actions.

You can set up an escalation rule to perform an action when a case has been unresolved for a specific number of hours. The Age Over hour you specify determines when Salesforce performs the escalation action. Enable early triggers to ensure that your escalation actions are triggered before the Age Over hour you specify.

Use a system email address rather than the user who updated the case’s for notifications, case comments, attachments, and assignments. System notifications use noreply@salesforce.com as the From email address only if no default No-Reply email address is set.

When notifying a Case Contact after creating a public comment, the From field will take the email from the commenter.

This setting helps prevent Self-Service or Customer Portal users who update their cases from receiving out-of-office emails from case owners.

Automatically select the Send Notification Email checkbox on cases when users change a case owner to another user. This setting helps prevent users from forgetting to notify other users that they're the new owner of a case. Support reps can still select the send notification checkbox even if you don’t enable this setting.

In Salesforce Classic, selecting this option doesn't automatically select Send Notification Email when users change a case owner to a queue. However, in Lightning Experience, if you select this option, the checkbox is always automatically selected for user and queue changes.

Add closed statuses to the Status field on cases. Support reps can close cases without having to click the Close Case button and update information on close case page layouts.

Selecting Show Closed Statuses in Case Status Field doesn't remove the Close button from case list views. Instead, it adds Closed to the list of statuses available for users to choose from when they select multiple cases and click Change Status on case list views.

Show Closed Statuses in Case Status Field is supported for standard Case Detail, standard Case list views, and standard Related Record components connected to a Case quick action. Custom record Detail, custom components, and custom quick actions aren’t supported by this feature in Lightning Experience. Standard quick actions are also not supported by this feature in the Publisher and Highlight panel.

Control the size of email feed items by setting a character limit on the email feed item body. You can set the character limit to:

• Small: 400 characters (default)
• Medium: 1200 characters
• Large: 5000 characters
• Custom: A value from 400 through 5000 characters

If an email feed item body exceeds the character limit, users can click More to see the rest of the email feed item body.

In a Salesforce Classic console app, display only the most recent email in the email feed item body.

Users can click More to see previous emails in the thread. Support reps can also collapse expanded email threads by refreshing the browser. This setting applies only to console apps in Salesforce Classic.

Enables email draft functionality.

If email drafts are enabled, the popout to docked email composer action in the toolbar is disabled.

To turn on this feature, contact Salesforce.

Displays the title of unread feed items in bold. After any support rep clicks a feed item, the title is displayed in a regular font. Feed items that are liked, bookmarked, edited, or commented on are marked as read. It usually takes 2–3 days for changes to appear on the Case feed. This feature is available in Lightning only.