Status
Impractical
Idea Name
Ability to disable 'Email Contact' button on Public Comment
Title
Ability to disable 'Email Contact' button on Public Comment
Description
Allow 'Email Contact' button to be enabled/disabled.  Currently a user can select 'Public Comment' and de-select the Email Contact.  This posts as a comment to the case and does not generate an email.
For Public comment, we would like for the sender to not have the ability to deselect the Email Contact.
Currently you can toggle the 'Public Comment' to private and save/send with the Email Contact de-selected -- but if an 'Additional to' or Additional BCC is populated in this scenario it returns an error message.
 
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  1. Philippe Mesritz (Khoros, LLC)

    August 19, 2019 at 12:57 PM
    In my opinion, the only way that this idea should be implemented is if it's customizable -- for my team, losing the ability to toggle Public Comment and then remove the email contact would be detrimental.  Our team often works with customers (thus needs to leave a public comment visible via their case portal) but there's no need to send them an email saying we just talked to them.
    • 73 views

  2. Brian Stout (Whereabouts Unknown)

    June 19, 2019 at 1:04 PM
    Thanks for the quick reply.  I would like just the option to make that button enabled/disabled in the configuration, which would allow either scenario (require contact to be included - or as it is today).Thanks again  
    • 75 views

  3. Joseph Reale (Internet Creations)

    June 19, 2019 at 1:02 PM
    Hi Brian,Thank you for the additional feedback.Yes, Contact Substitution is designed to solve for the error you had encountered. Just as a quick side note in case you weren't aware, you can also avoid this error by utilizing a Visualforce template for your responses (without the need to configure Contact Substitution).I'm not sure that we would necessarily lock down the end user to always emailing the Email Contact on all public comments. That said, I'm interested to see if we gain interest from other customers on this request.
    • 78 views

  4. Brian Stout (Whereabouts Unknown)

    June 19, 2019 at 12:50 PM
    If the end user de-selects the 'Contact' button, but tries to email the comment to an 'Additional To' or 'BCC' the system returns an error message because it's a public comment and the Contact is not selected.  It does not return an error if the Contact is de-selected but no additional 'To' or BCC is included. I understand there is a work-around to create a fake contact that is included on all emails, but we do not want to include an 'extra' contact on all emails to customers.  If the comment is public, we would like the email/comment to go to the Contact with no option for the end user to de-select.  The 'scenario' we've encountered the error is when an end user is trying to 'communicate' to someone other than the contact - so they want it public, and to generate an email to someone other than the contact.  This returns the error.  We would just like the contact to always be required, so an option to not allow it to be de-selected.
    • 74 views

  5. Joseph Reale (Internet Creations)

    June 18, 2019 at 7:13 PM
    Hi Brian,Thanks for reaching out to us. Just to confirm, is there a specific reason why you would want to prevent the sender from unchecking the Email Contact?
    • 72 views

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