Whenever a new email is received for Case…Helpdesk App will do the following:
- Set the field: Case.New Response to True. (Please note that this field is also set to true for a New Case).You can create a new Case View and have it filtered by condition: New Response = True.
Helpdesk solution also contains a sample View called as: Zap Sample View: Active Cases with New Response (this has filter for New Response = True).
Now whenever a Support Agent takes action, they can clear this flag.
There are 3 approaches to clear this flag:
b. When Support Agent responds back to Customer from “Quick Email Reply” section… this field “New Response” can automatically be reset (based on Quick Email Reply – User settings)
c. Add field: “New Response” to Case form…and manually un-Check this field.
- Generate an internal email notification which will be sent to Case Owner and anyone else as mentioned in configuration.