Respond to cases using options within a customer email thread instead of having to use an email client. This capability helps you save time and effort instead of having to address and send a separate email message.

1. Navigate to Customer Service > Cases > My Cases.
2. Select and open the case for which you want to send a response.
3. Click Reply to write a response to the customer.
4. Click the icon to Reply to All the customer email ids mentioned in the original email or Forward the email to any other email id not mentioned earlier.
5. Compose your email and click Send.