What’s happening?
After replying to an email through a case, the email owner unexpectedly changes from first-line support to second-line support.
Reason:
This occurs due to the cascading relationship settings between emails and cases. When a case is reassigned to a second-line support agent, all associated child emails automatically follow this change, resulting in the email owner also changing to second-line support.
Resolution:
The cascading relationship between cases and associated emails is set by default and cannot be customized. It is not recommended to directly modify this default cascading relationship.
A feasible workaround is to implement customizations during case assignment. For example, when a customer service agent attempts to take ownership of a case, a custom notification or alert can be configured to remind the agent that there are associated first-line emails, thereby preventing the case from being assigned to second-line support inadvertently.