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Send email to user when case is created

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Posted on by Romelle

We are using a form on the powerpages portal for case creation. I'm trying to figure out when a case is created, how to notify the user with an auto response. I would also need to enable this when an agent manually creates a case from the customer service workspace or hub.

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Microsoft Dataverse with Power Apps

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gulshankhurana 1,397 Moderator on at

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Hi @Romelle

Did you mean sending email and auto response to customer?

You could use power automate for this:
When a row is added (Dataverse) in Case table and customer/contact info is not blank/null and customer/contact's email is also not blank then send an email (Outlook connector)

I hope this information helps.

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Gulshan
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Romelle 5 on at

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I was just testing this right after posting and found it works by creating a flow. I just didn't know if there was some option I missed from the customer service admin center.

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gulshankhurana 1,397 Moderator on at

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Hi @Romelle

Yes, there is an option of sending autoresponse (as part of Automatic Record Creation and Update rule) but that also uses power automate to do so.
MB-200: Microsoft Power Platform + Dynamics 365 Core – Data Management – NEIL PARKHURST

Kind regards
Gulshan
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If my answer helped you resolve your issue then please also mark it as a solution ✅ so that it helps others experiencing the same problem.

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