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How do I properly start the email chain for a case?


  1. When opening a case in Salesforce, check this box:
  2. Open the case
  3. Check your email for the automated email from Salesforce
  4. Copy the majority of the subject line, not including the "has been assigned to you"
  5. Paste this into a new message to the customer, copying techsupport (and the reseller, if needed):
  6. Copy the case fields/information (your "Company" and "Contact Name" fields should actually have info):
  7. Paste this 5 lines below your signature:
  8. Write a good reply
  9. Send it.
 
 
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