It seems with the recent update to the email templates for support cases, the link to the case in the portal is no longer provided. I know you can reply directly to the emails to update the case, but...
Caroline,
Thanks for letting us know. I'll have the team diagnose that issue right away. Thanks.
Hey CarolineS
Ah I see where the issue lies with this, it's because the issue was related to the Khoros Community (Lithosphere) so the account record was linked to our own internal account record.
I've made the change to your community so then you're able to see the record.
Would you mind testing it out and letting me know if you're now able to access the case?
Ah yes, all good now! So the link to the case in case emails isn't broken after all, just a weird edge case. Thank you!
That's correct, was something completely different 🙂
Hopefully the link is now working for you!
Let me know if you have any other issues with that link.
Looks like the link is missing again. 😥
Hi DanCr, any thoughts on this? I'm guessing the SFDC migration resulted in the hyperlink to the case getting removed from the notification emails again. Any idea when it will get put back? Thanks!!
(See also: Hyperlink to case no longer present in support emails)
