Support Settings case notification and email template options
Key Takeaway
In Support Settings, the Case Creation Template, Case Assigned Template and Case Close Template emails are optional. Each one goes out only when the user selects a checkbox on the page where they create, assign or close the case.
Support Settings is the Setup page where an admin controls how Salesforce notifies people about cases. On this page, you choose which email templates go to contacts and users when a case is created, assigned, commented on, or closed. You also choose who gets unmatched cases, who appears as the sender of automated changes, and which address case notifications come from.
How to open and edit Support Settings
To change the options on the Support Settings page, you need the "Customize Application" permission.
- In Setup, enter "Support Settings" in the Quick Find box.
- Select Support Settings.
- Click Edit.