Set Field Value - Via Workflow (Merge & Send Button) I would like to set the value of case status to "In Progress" once the support first replay message is populated. I managed to do it once answering a ticket directly from the "Communication" sub-tab (via after record submit - edit trigger). What should be the trigger once answering a case via email (from UI without edit the entity)? Does the workflow support this kind of trigger/action? Thanks, in advance.