Configuring Request Confirmations and Staff Notifications

Public form notifications help requestors know their submission was received and help staff notice new work awaiting review.

Configure the form

Open Settings > Public Forms, edit the case request form, and select Notifications.
Enable Confirmation Email if you want the submitter to receive an acknowledgment.
Review its Email Subject and Email Body.
Enable Staff Notification and enter the intended Staff Email Addresses, separated by commas.
Save Changes and confirm the configured recipients are appropriate for intake information.

Receipt is different from acceptance

Confirmation wording should acknowledge receipt and explain review. For example: “We received your request. Our team will review the details and contact you if more information is needed.” Do not promise that a case is active simply because the form was submitted.

Organization defaults

Case Request Settings also provides Default Notification Recipients, including team-member selection and external addresses. Review both the organization defaults and the individual form's notification setup when investigating who should receive alerts.

If an email is missing

Check the saved request in Case Requests before asking the requestor to submit again. Review the entered address, notification switches, recipients, and spam folder. A saved request and email delivery are separate outcomes; missing mail does not by itself prove submission failed.