I have enabled email-to-case in Salesforce. When receiving an email a case is created with the assignment of an account and contract.
I have created an HTML email template and letterhead, made it Available for Use, and specified the template in Case Support Settings on the "Case Create Template". I tested the template with a same case and it looks great.
But, for some reason, when a new case is created, it is not being sent to the contact on the case.
What additional settings should I check/verify to make sure the case contact gets an email when the case is created?
Thank you.
Best Answer
Based on your information in the comments:
The template configured in the support settings is used when an agent manually creates a case and selects an email to be sent. The definition of this setting on the help article is as:
The option to use the template that's configured in the support settings is available on new case creation screen in optional section and looks like below.
However, if you would like an email to be sent out immediately after a customer sends an email to create a case, you will need to configure auto response rule. An auto-response rule by definition is:
While configuring the auto-response rule, you can still use the same template that's configured in your support settings. You can find more on how to configure auto-response rules on the documentation.