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