Status
Available Natively
Idea Name
Auto BCC configured email address
Title
Auto BCC configured email address
Description
When one of my support reps sends an email through the New Comment button, I would like my other reps to see the email in their inboxes, so they can tell that a response went out without opening the case in SalesForce. 

I would like to be able to configure a default BCC address that is always included in all public comments. Right now my reps have to manually enter that address every time. Sometimes it gets forgotten, or there are typos, so the communication doesn't get distributed to the team.
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  2. Sandi Hamilton (SIOS Technology Corp)

    August 13, 2013 at 6:05 PM
    I used a workflow rule to do this too.    The workflow rule automatically updates the field, Case: AdditionalCC, with the email address for the other reps when the case is first opened.  Then, anytime an email is sent to the customer using the New Comment button, all of the other agents see the email that was sent to the customer (they are automatically cc'ed on the email via the New Comment button.
    • 71 views

  3. Chad Meyer (Vicasso)

    January 6, 2013 at 11:23 PM
    As a work-around, workflow can be used to add the desired BCC address to the E2CP__AdditionalBCC__c field on case creation and then it will be automatically included unless it is removed. Alternatively a workflow rule could be created to send an email any time a public comment is added.
    • 78 views

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