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+3

configure case comment auto-notification emails to use a specified email template

BWMoon 11/28/06	My sales and support reps have requested that we include more details in the case comment notification emails that get sent out based on the case comment notification setting. We need access to the email template that is used so that this can be configured to include more fields.
mutley 12/07/06	agree. it may impact the multi-language functionality that is suppose to email the contact in the language of his or her choice, however we have found that "feature" to be broken if the USER and CONTACT language settings are different.
GlennFromAppirio 03/27/07	This is a curious omission - admins can use a template to customize nearly every other kind of email notification, but not this one. (Perhaps there are non-obvious technical complexities here?) In any case, all SFDC emails for my customer are well-formatted to a particular design, so this one stands out like a sore thumb. It would be nice to clean this one up too!
borisbudeck 11/28/07	Our company would require an option to select a different language version of a template upon a pre-filled language field of a contact. Scenario currently is: Our company uses the german salesforce version to create and close cases. We send out an auto notifier upon case creation and case closure and defined the corresponding templates. This works great until we create or close cases for non-german speaking customers. I defined a rule that selects the correct template upon the language field entry of the contact BUT this is ignored for cases created and closed via Outlook Edition and manually within salesforce. I searched everywhere now but couldn't find information on multi-language email notification. Is there anything like that? Auto notification for cases would greatly help our support team but only if all customer languages can be served.
waffletchnlgy 12/28/07	I like to extend this request to include also the Case reply emails (beyond comments). Our use case: When replying to the customer about an open case, the customer will receive an email with <subject> [ref: ThreadId]. I want to add the Case number to this email, both for (a) case email replies (b) case comments made public
alisonclark May 2	I was surprised to find there isn't a configurable template for this already. I was looking to at least include the account's name in the subject of the email to aid prioritising. Definitely a good idea!
supporties Sep 11	There are Ideas with a total of ten points wich are delivered. Other Ideas where SF could cover green fields are ignored. Not even a comment from a community moderator. Great behavior SF - go on like that.

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