Zoho Mail :Send Emails Directly from the Cases Module – A Game Changer!

Zoho Mail :Send Emails Directly from the Cases Module – A Game Changer!

Zoho announced a long-awaited enhancement: users can now send emails directly from the Cases module, just as they do in other modules.

Overview of the Cases Module  

The Cases module in Zoho CRM is designed to help organizations manage customer support tickets efficiently. Previously, users had to switch to the Contacts module to send emails related to a case, making it difficult to track case-specific communications. With this enhancement, users can now send emails directly from a case record and view all related email interactions within the Cases module itself.

Previously, users had to go to the Contacts module to send an email regarding a case. Moreover, when viewing data from a contact record, all emails associated with the contact would appear, making it challenging to find emails related to a specific case.

In this enhancement, users can choose to view all case-specific emails sent to the associated contact from the Cases module, giving additional context. Users will now be able to send individual and mass emails from the Cases module directly to the related contact, too.

Let's look at the enhancement in detail:

 Sending Emails from the Cases Module  

Users will now find a Send Email button inside a case record, allowing them to compose and send emails seamlessly.

  • The recipient field will automatically populate with the primary email address of the related contact.

  • Quick Suggestions will provide options to select secondary and custom email addresses of the contact.

  • .

  • Emails can also be sent from the List View by selecting a case record.


Email Related List  

A new Email Related List section has been added to case records to track all email conversations specific to a case. Users can apply two filters:

  • Cases - Sent Emails from CRM: This filter displays all emails sent from the Cases module, including those sent manually or through automation features like workflows and mass emails.

  1. Emails Associated with the Contact: This option shows all emails related to the contact, regardless of whether they are linked to a specific case. It mirrors the email section in the Contacts module’s related list.

Mass Email Functionality  

Users can now send bulk email responses directly from the Cases module. If multiple cases have similar queries, a mass email can be sent using predefined templates, streamlining the communication process.

 Smart Filter for Latest Email Status  

A new filter, Latest Email Status, allows users to sort cases based on the most recent email activity. This helps in tracking case progress and follow-ups more effectively.

Email Reports Integration  

All email reports in the Reports module will now include emails related to the Cases module, providing a comprehensive view of email interactions.


Notes
Upcoming enhancements:
These are the upcoming enhancements under the email-related list for the Cases module. 

  • Syncing email responses: Replies to emails sent from the Cases module will soon be automatically synced to the corresponding case record.

  • Enhanced email tracking: Emails sent from the Contacts module or those appearing in a contact’s related list will be linked to the relevant case, ensuring complete visibility of email interactions.

For more details visit pfc-group.com

    • Related Articles

    • Zoho CRM Now Lets You Send Emails Directly from the Cases Module

      Greetings all, The ability to send emails from the Cases module, which users have been eagerly anticipating, is now available, just like in the other modules. In Zoho CRM, Cases is a module specifically designed for managing support tickets. If your ...

    • Zoho CRM : Compliance Made Easy for Email Authentication

      We are introducing you with significant updates to enhance email authentication and verification processes across Zoho CRM and other Zoho services. These changes aim to bolster security, ensure compliance with industry standards, and improve user ...

    • WhatsApp Interactive Templates: A Game-Changer for Recruiters

      Zoho Recruit has just introduced a game-changer: WhatsApp Interactive Templates! These new features are set to make your candidate interactions more engaging and efficient. What Are WhatsApp Interactive Templates? WhatsApp Interactive Templates are ...

    • Zoho Mail - a smarter and quicker emailing experience with Zia's OpenAI integration

      11Like7234 OpenAI and ChatGPT have taken the world by storm so much that these are household terms now. Zoho, as always, has embraced this new technology with teams coming up with creative ways to make the most of the generative AI capabilities. Zoho ...

    • Zoho Mail: Protect Sensitive Emails Using SecurePass

      Imagine your organization’s confidential data being accessed by unintended recipients due to email leaks. This could include anything from personal identification details to critical documents like tender quotations or client NDAs. Such breaches may ...