The back-and-forth email communication of a case is documented in the “Emails” section of a Case.

Open

Because the Case Notes section of a case compiles all communication avenues of the case, emails will also show up in this area:

Open

When a new incoming email lands in a Case you own, you will get an email notification alerting you of the new email:

Emailing Out of a Case

There are two ways to email out of a Case:

1. Emails Related List

   1. Open an email from the Emails Related List

       

   2. Click the Reply All / Reply / Forward Button

      1. Select the appropriate email action

          

      2. Edit and send your email

         1. You can “expand” your email to make it larger

         2. You can add other emails/cc’s/bcc’s

         3. You can attach files

         4. You can pull in templates

         5. Click the “Send” button when you are ready to send the email

             

2. Activity Tab

   1. Click on the ‘Activity’ tab

       

   2. Click on the “Compose” button

       

   3. Edit and send your email

      1. You can “expand” your email to make it larger

      2. You can add other emails/cc’s/bcc’s

      3. You can attach files

      4. You can pull in templates

      5. Click the “Send” button when you are ready to send the email

          

Personalizing Your Email Signature Line

You can personalize your email signature line the defaults in all of your cases by following these steps:

1. Click on your profile link and click “Settings”

    

2. Click on the “Email” drop-down

   1. Click on “My Email Settings”

   2. Customize your email signature

   3. Click on the “Save” button