Adding "Case Comments" through Email

Document created by john_yocum067395 Employee on Aug 18, 2017Last modified by mike_aronson on Aug 29, 2017
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On September 6, 2017 Dell Boomi Support will be rolling out a new feature which allows a new case comment to be added to a support case by replying to the email which you receive when a comment is added to the case. Please make sure to configure your mail application to accept emails from email id and make sure that the email from does not go to your spam folder.


How to use the feature:

Whenever a comment is added to your support case, you will receive an email from '"Case Comment" as shown below:

Case Comment email

The email will contain case details as well as instructions on how to add a new case comment through email. When replying to the email, make sure the subject of the email or Thread ID is not changed. Also note there is a 4000 character limit on the comment.


Sample Email Reply:

 Sample email reply


The body of the email is added as the comment (include only the text that you want to post as a comment). The Customer Email ID who added this comment is included in the first line of the comment followed by the actual comment (body of the email reply). Once the email is sent successfully, a new case comment is added to the case as shown below:

Email reply case comment sample


Once the comment is added, you (customer) will receive an email which can be considered as acknowledgement that comment is successfully added to the case:

Case comment email acknowledgement


Please note the following which applies to case comments in general:

- A comment can be added to a case after the case is closed to reopen the case, if it is before 14 days.

- Once a case is closed for 14 days, comments can no longer be added, and a new case will have to be created. 


Support users will continue to be able to add case comments by logging into the customer support portal as well.

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