Email Notification when Customer updates case via Email

[gdifiore]

I am trying to figure out how to create a workflow that will email the case owner when a customer updates the case via email. Also, would it be possible to have a separate workflow that notifies the customer when the technician updates the case via email (an not when the customer updates the case)

[sts]

Which edition are you using? CE? Pro? Version?

[gdifiore]

Which edition are you using? CE? Pro? Version?

Sorry I forgot to include that. I am running Professional Version 6.2.1 (Build 6405)

[gdifiore]

Does anyone know how to create a workflow that will accomplish this task? I have every other notification working through workflows but can not figure out this one.

[adam.frank]

When a customer updates the Case, what are they updating? Is it actually a field on the Cases module? Or are they adding Notes to the Case?

Knowing that will tell you the key concept, i.e. what should the Target module be, and help you determine the right triggers.