Configure email and comment notifications

Add a script to the email reply or case comment template to include all activities (emails and comments) on a case record in email replies and in email notifications.

Before you begin

Role required: admin

Procedure

1. Update comment notifications.

   1. Navigate to All > System Notifications > Notifications.

   2. In the Email template column, enter case.commented.for.customer.

   3. In the case.commented.for.customer system property, add the following script to the Message HTML field: ${mail_script:get_emails_comments_activity_history}.

   4. Save the field.

2. Update email notifications.

   1. Navigate to All > Email client templates > Reply.

   2. In the reply-recieved system property, add the following script to the Body HTML field: ${mail_script:get_emails_comments_activity_history}.

   3. Save the field.

Result

All emails and comments are now included in the email replies and notifications.