Emails

Configure the Case Portal to your needs

This section is used to control which email templates are used by automated emails that are sent via the Case Portal.

NOTE: Initially all settings are blank and must be configured to use the Case Portal. Once the settings have been configured, click Update Settings on each page to save. This page can be revisited at any time to change the settings.

• Default Sender Email Address: This picklist shows the email accounts that have been configured in Workbooks. If you do not see your account listed here, create it under Configuration -> Email & Integration -> Email Settings and then click the refresh icon. Alternatively, leave this blank to use the Default Sender settings. If neither are configured, emails may fail to send.
• Registration Email Template: When the “Invite Person to Case Portal” Process is invoked from a Person, this Email Template is used. This email template must be based on a Person record to show up here. We have provided a template called “Support Portal – Registration” to get you started which is available after selecting the Person record type from Marketing > Templates > New Template > A Specific Record Type. You can change the body of the email as required, but you must leave the @link@ placeholder in place as this is referenced by the Case Portal and replaced with a personalised registration URL when the template is used.
• Reset Password Email Template: If the user clicks “Forgotten Password” from the Case Portal login screen, this Email Template is used. This email template must be based on a Person record to show up here. We have provided a template called “Support Portal – Forgotten Password” to get you started which is available after selecting the Person record type from Marketing > Templates > New Template > A Specific Record Type. You can change the body of the email as required, but you must leave the @link@ placeholder in place as this is referenced by the Case Portal and replaced with a personalised forgotten password URL when the template is used.
• Send Automatic Emails for Case Status Changes?: By default the Case Portal does not send emails to the primary contact to confirm if a case has been raised or updated. We’d recommend switching this functionality on but it needs configuring to your requirements.
• Choose a Report Which Identifies Emails to Send: If the above setting is switched on, you must set a report which identifies Cases/Activities that require an automated notification email to be sent. See here for more information.