Notification when a new e-mail has been sent for an existing case

Hello dear community,

I hope you can help me. I'm probably just missing something.

We are just starting with Sugar Serve. Incoming emails have been configured and cases are created from them.

Our employees are now supposed to handle email communication with the customer within Sugar. I have noticed that when there is a reply (or several) to an email from our employee, it is imported into the existing case, but unfortunately the employee does not receive a notification that a new email has been received.

Do you have any ideas on how to set up such a notification?

Many thanks in advance for your help.


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