Sending an Email When a Case Generated by the Case API Reopens

When a case that was generated through the Case API reopens via the Case API due to a guest/customer replying back to the Case Agent, it doesn't automatically send an email to the field notifying them that the case has been reopened. If you are interested in setting up an email to notify about such reopened Case API cases, SMG can set up an email to alert the field that the case has been reopened. However, we are limited in what can be included in the email.

This article will explain what the limitations are and what is possible for this email notification.

Case Reopened By Case API Notification Limitations

For this type of email:

• We are not able to send escalations. It is a one-time email only that notifies of cases reopened by case API.
• We are limited in the number of details included in these emails.
• We are not able to pull in the Guest/Customer Details from the newly reopened Case.
• We cannot pull in Comments, Tags, Notes, etc.

What is Possible For a Case Reopened By Case API Email Notifications

For this type of email:

• We can pull items from the Hierarchy
  • The External case ID
  • The last updated date
• We can pull in status and case type.

 If you would like this email alert set up, please submit a request in our Help Center. 

Related Article 

• How to Submit a Request for Support