Automatic Email is not delivered to account email address when a case is created or case stage is changed/closed
When a case is raised by a contact, then a confirmation mail of the case is creation is sent to the contact's email id as well as when the stage of the case is moved/resolved an email is sent. But the same doesn't happen when an account is linked to the case, though the account as an email [communication options] field value being provided. No email is sent to the account's email id but in the case processing tab —> system message, we are able to see the message but there is no "To" added to it and hence no mail is received by the account holder.
Also, we tried to add primary account to the account to check if the OOTB process picks up the primary account email id to send the mail for an account but the result is the same, no mail is triggered.
Question : is there a way to send a mail OOTB to account holder for case creation and other activities performed in the case.
Also, there are email templates for the contact referring Email’s only for case creation but didn’t notice any template referring to account.
Thanks in advance!