I need to implement a solution for Case management: whenever a customer replies to an existing case via email, that case should automatically appear in a specific 'Customer Replied' folder.
Additionally, a real-time notification should be triggered to the case assignee via the notification panel to ensure a prompt response.
With the default configuration in Creatio, cases are reopened automatically when receiving an email.
You can create a dedicated folder with a filter configured to display cases with the “Reopened” status.
You can also build on this behavior by configuring a business process that assigns a task to agents. For example, you can use the “Open edit page” process element to create a simple workflow similar to the one shown below.
This setup will generate a task that appears in the Business Process Tasks section of the notification panel.
I trust this helps with your use case.
For more details on case reopening, business process design, and the Open edit page element, please refer to the following resources:
