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Notifying contacts about new post in Case with Workflows

If you don’t utilize portal users in your CRM, you might want your customers (contacts) be notified with an email when a new post is created in the stream of a case record.

Create a Workflow rule for ‘Note’ target entity, with trigger type ‘After record created’. Specify the following conditions formula:

parentType == 'Case' && type == 'Post' && !isInternal

Add ‘Send Email’ action.

Select ‘Related: Parent.Contacts’ for To field.

Create Email Template for the action. Set Subject with the text “Post in case {Note.parentName}” and Body with the text “{Note.post}”.