Method Community

We are planning to generate "Leads" for existing students that need to have a case opened for them. We do NOT want to add them as a customer, as they may not have paid for anything yet and because it could add a lot of customers to QuickBooks.

We create a new lead and assign them a case.

In the email template for the CaseUpdate, at the bottom of the page Contacts.Email should populate the Lead Contact email address, but it only works for actual Customers.

I did test with Cases.ContactEmail and it did work.

Is this the designed functionality or a bug? Will the Cases.ContactEmail always be the same as the Contacts.Email value?

Hi pdx971,

The Cases screens isn't set up to use the merge function based on the Contacts table. If you wanted to use Contacts.Email instead of Cases.ContactEmail, you'd have merge that table into the Email function of your New & Edit Cases screens. We have a Help Center article about mail merge and how it works, you can find it here.

The Cases screens pull the contact information (email, phone) from the Contact when you select a contact from the Contact dropdown on screen. The only time the email would be different is if somebody were to change it afterward. I myself have found this useful when I've wanted to CC someone on case notes, as you can append extra email addresses here with a semicolon.

Hope this helps.

- Justin