Customer Responses to Cases

Customers first submit cases online or by contacting your customer support team. When support reps answer customers by sending email messages, customers may reply with more information or further questions.

Customers can use the following methods for replying to your customer support team:

• Calling your customer support team with the case number.

  The support rep can then open the case record and add the customer's comments.

• If you use the Capture Email Replies feature, customers can reply to the automatic email, or the support rep's response email.

  This reply is added to the case record.

• Logging in to the Customer Center, and then using the cases list to add a message to the case record.

You can manage how customer support reps are notified of cases and changes to an individual case. Go to Setup > Support > Preferences > Support Preferences page. For more information, see Setting Customer Service Preferences.

When customers respond to your case messages using the Capture Email Replies feature, they can include attachments. You can open those attachments from the Messages subtab on the case record.

If you set the Messages Reopen Closed Cases preference, customers can edit the case or reply to a case email message. The original case status changes from Closed to Re-Opened and has a response status of Awaiting Support Reply.

Customers can confirm that you answered their questions, and then click save and close the case. This documents that the customer is satisfied and closes the case if it was not already closed by the support rep.

If the customer replies with further questions or clarification, the status changes Re-Opened. You can do the following:

• Answer the customer again.

• Escalate the case if you are unsure how to answer the customer's additional questions.

General Notices