Is There a way to send the Case Update Emails to 2 contacts at the same time?

💬 General Discussion
1

Hey Everyone, my issue here is , lets say customer opens a Case and adds their Manager to the Thread.

Is there a way to send the case updates to the 2 of them (Customer and Manager)?

2

How would a customer add their manager to a case?

Depending on how this is customized, it might work with an extra workflow or similar.

And looking at the standard:
You’ve already got a relationship between cases and contacts.
So if you use that relationship to add the manager, you could use a workflow to send an email to the related contacts on a case update.

3

I think if you just add them as a contact associated with the case, they will get an email.

4

Yes, you can send case update emails to multiple contacts in SuiteCRM by modifying the workflow

1. Create a Workflow:

  • Go to the Admin panel and select Workflow.
  • Create a new workflow for the Cases module.
  • Set the workflow to trigger when a case is updated.

2. Add Conditions:

  • Add a condition to specify the criteria that need to be met for the email to be sent (e.g., case status changes, etc.).

3. Add Actions:

  • Create an action to send an email.
  • In the Email Template section, you can specify the recipients. You’ll need to select the customer and manually add the manager’s email in the additional recipients field.
  • Alternatively, you can create a custom email template that dynamically includes both the customer and manager’s email addresses.
5

Hey Urvi,

This Solution looks great but the issue is, for an IT Company we often receive New Cases from companies and they often add 10+ other IT members to the cc of the Case.My question is about automation of this feature, so i dont need to add each one in the Contacts/Accounts.

The Steps should be:
1- Receive new Case from Contact and in the email are 10+ more emails.
2- Update the Case from SuiteCRM.
3- All 10+ Users receive the case update in a thread.

Im not sure if im making myself understandable, Feel free to ask me anything if you don’t understand it,
English is not my main Language.

6

Hey Bastian,

That looks great but the thing is i need to add every contact individually in the SuiteCRM for that and in some cases emails in CC more than 10+ addresses.