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Update Case whenever it gets replied by customer

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Posted on by arthurmilanez

Hello everyone, I have a question regarding cases in Customer Sales Hub.

I want to create a flow or rule that triggers whenever the customer/requester replies back in the same case. What I want to do is to update the status of this same case whenever it receives a reply.

I have poked around the Record Creation and Update Rules in the CSH admin, but with no luck so far. These condition seem to only create new records.

Do someone know how I can trigger a flow in Power Automate or similar whenever a reply in a case is identified? Thanks for you time!

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Building flows

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Dominik Stalzer | p... 71 on at

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Update Case whenever it gets replied by customer

Hello.

Have you already found a solution for this? I have just come across this problem as well.

Kind regards

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CA1105 545 Super User 2025 Season 2 on at

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Update Case whenever it gets replied by customer

I guess flow should be created with trigger when an item is created in entity or alternatively you can check if any field changes when reply has been to made.

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Dominik Stalzer | p... 71 on at

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Update Case whenever it gets replied by customer

I found a solution that might help you as well. I created a blog about it. At the end, I send a notification via email, but you can easily set your case status there instead.

Here is the Blog: https://community.powerplatform.com/blogs/post/?postid=724590df-c771-ef11-a671-00224821cfb4

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