If you receive an email notification on a case, you can reply directly to the email notification (and your reply will get added to the case), or you can access the case via a case link provided in the email.
- To reply directly to the email notification, use the Reply option for your email application, enter your response as the body of the message, and click Send.
NOTE: When replying to an email notification directly from the email you received it on, do not to add or change any email addresses.
- To open the case in the application, click the case link near the top of the email.
- To follow the case, click Follow near the bottom of the email.
To learn more about replying by email, watch this video: