Email a supplier from a case without the customer seeing it

Sometimes you need help from someone outside the case, such as a supplier or a manufacturer, and they need the whole story. Writing to them from the case keeps the customer out of that conversation and keeps the answer with the case.

1. 1Open the case in Supportsager.
2. 2In the reply box, choose Videresend.
3. 3In Til, type the email address. Contacts in your CRM are suggested as you type.
4. 4The conversation on the case is already quoted in the message. Write your own text at the top, and delete anything the supplier should not see.
5. 5Tick any files from the case you want to send along under Send filer fra sagen med.
6. 6Choose Send.

The email goes out from the case's inbox as a new email, not as part of the conversation with the customer. Its subject carries the case number, so when the supplier answers, the answer lands on the same case.

Both your email and the answer appear in the case marked Ekstern, ikke synlig for kunden. The customer never sees them: not in their email, not in the customer portal, and not in the history quoted under your next reply to them. The supplier is not added to the case either, so your replies to the customer never reach them. When the answer arrives, the person the case is assigned to gets a notification.

You cannot write to the customer, or to someone already copied in on the case, this way. They already see every reply, so use Send instead.