When an email is tagged to a Case using the Outlook Add-in or when a Case Note is emailed from Neos, a copy of the email, including attachments is saved as a new Note to the Notes Tab.
NOTE: Only the Staff and Topic fields of an emailed Note can be modified.
Additional options are included in the detail view and the kebab menu on the list view. Easily reply and forward, as well as download a copy to show pertinent timestamp details within a Case.
NOTE: These options are available on all new tagged or emailed Notes. Notes created from emails before the April 2022 release will not have these actions.
NOTE: You must have at least Enabled permissions to Case > Notes Tab.
To perform reply, forward, and download actions for an emailed Note:
In the Case Notes Tab, locate an emailed note. These are distinguished using the Email Note Type.
From the list view, preview pane, or detail view, you can access the Reply, Reply All, Forward, and Download Email buttons.
NOTE: In the detail view, click the Download Original Email option below the email details.
From the kebab menu, choose to either Reply, Reply All, Forward, Download Email, View Note, or Delete.
Using either of the three response methods, a New Email window in Neos will open with the original sent email. Refer to Emailing a Note for more information on each field.
Reply – Prefills only the original sender in the To field, the Subject, and the original email.
Reply All – Prefills all recipients from the original emailed Note in the To field, CC field, the Subject, and the original email.
Forward – Prefills the Subject and original email. Also contains attachment(s) from the original email. The To field is blank.
5. If the Schedule option is configured, when the email is sent, it will then be filed as a new note.
6. Click Send to send the email to the listed recipients. A note will be created for the new email.
7. A confirmation banner will display when the email has been sent or scheduled.
Navigate to the Activity Feed for the Case or Intake to see a record of the filed email.
Download Original Email – Obtain the original email as a .eml file that can be opened in any desktop mail program. If a default mail program is not recognized when clicking the file, you will be prompted to select from a list of options. NOTE: Ensure you have Popups and redirects enabled for Neos.
Full header details are accessible when opening the EML file in your mail program and navigating to Properties > Internet headers. You can also obtain this information when opening the EML file with Notepad.
NOTE: Downloaded EML files can only be opened in the original Outlook version.
