How to include Case replies in your notification emails

By default, when we reply to a support case, you as the case owner will receive an email notification letting you know you've got a new reply, including a link that allows you to view the case within the MySAU portal.

If you would like to see the reply itself in your email notification then this can be enabled in your Case settings.

As this can have privacy considerations, you must be the account owner (or have master account permissions) to be able to enable this feature.

Enabling Responses in Emails:

To enable this feature, login to the MySAU portal:

https://mysau.com.au

Once you login, go to the Support section and select Go To Cases button.

On your Cases page, you'll see a cog button, on the top right of your Case listing page. Click on this button, and you will be able to enable your Case Replies in Emails by ticking the box. Save your configuration.

Now when we reply to one of your cases, you as the case owner will get the email notification as usual, however it will now also include the reply we've made to you.

Please note, as images and attachments can cause issues with email size restrictions and deliverability we don't include these in the email, but you can still click on the View My Case button to view these within the portal.

If you want to disable this feature, you can then simply untick the same checkbox listed above, and save your configuration.