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Mail to many and get the answers in ONE case in Edge

You can send an e-mail to many people from Outlook and receive answers in the same case in Edge.

In order to be able to send mail to many people at the same time, it is easiest to use your own mail client such as Outlook.

First create a case so that a case number is generated. The easiest way is to send e-mail to your support group in Edge, when a case is created, and you get a reply with the correct formatting in the Subject field.

Reply to the e-mail you receive and make the following changes.

  1. Change in the Subject field but save the reference to the case, which looks like this [#ID:KTH-INC-3012345#]. If that reference is not saved, all responses will end up in Edge as separate cases.
    Reference number in Subject field in Outlook e-mail is marked.
  2.  Choose Options and make sure Bcc field is shown
  3. Click on Direct Replies To
    "Bcc" field and "Direct Replies To" buttons are marked.
  4. Change under "Delivery options" for "Have replies sent to" to the desired support group in Edge and click on Close
    E-mail address to send replies to is marked.
  5. Enter all recipients' addresses in the box for Bcc so that people whose names are in the Bcc field can't be seen by other recipients.
    E-mail wih the e-mail addresses under Bcc is displayed.
  6. Now, all responses to this mail will end up in the same case with the case number indicated in the Subject line.