Case Emails Are Not Received on Outlook but Recorded on the Case Messages

Scenario

Emails on the cases are not received on Assigned To employee’s Outlook application but inside the case record, the emails are recorded on the Messages sublist.

User would like to receive the Case update on their Outlook application as well.

 

Solution

 

1. Login as Administrator
2. Navigate to Setup > Support > Support Preferences
3. Click General
4. Preferences:

• Uncheck Receive Customer Replies in Case List only box

1. Click Save

 

Note: Per Field Level help, if this box is cleared, customer communication is sent directly to the assigned support rep, allowing them to reply directly to a customer’s email message rather than through the case record.