I am new to CRM and I have setup the system and am able to receive emails and new case will get opened. The requestor will get a response that the case has been opened. If they response it will update the case. If the CRM User adds a note to that case, it doesn’t send that out to the requestor that opened the case in the first place. Is that not part of the functionality or am I missing something somewhere?
Thanks for your help.
Hi,
adding a comment in case updates thread section will send an update message to contacts linked to the case.
make sure internal update checkbox in unxhecked near the save button.
make sure AOP in enable in admin/ AOP settings and a template is selected for user email template.
Regards,
BM
@boombata - thank you very much. I appreciate the information
For you or anyone else that can respond. Is there a way to add Branding to Case Email Responses? Via HTML or anything?
Yes, read up on it here:
You’ll have to test, there are many limitations to that HTML. And I think this is mostly untested stuff - since I put in that code to allow more HTML, I haven’t heard of anyone actually using it… 
If you do come up with some nice-looking emails, please share your code in that thread.