Manage Case Followers

When you open a support Case in Bullhorn Hub, you can add colleagues and partner contacts as Case Followers to keep them informed on progress. Any valid email address associated with your Bullhorn customer or partner organization can be added as a Case Follower.

Common Reasons You Might Need This Article

  • You want a colleague to stay updated on a support case.
  • A manager or team lead needs to be copied on support communications.
  • You're working with a Bullhorn partner and want to include their contact on case updates.
  • A colleague was removed from a case by mistake and needs to be re-added.
  • You're receiving email notifications for a case you no longer need to follow.
  • You want to understand what a Case Follower can and cannot see or do.

What Case Followers Receive

Case Followers receive email notifications throughout a Case's life-cycle. A Case Follower receives emails when:

  • They are first added as a Case Follower.
  • A support analyst, Hub User, or another Case Follower posts a comment or reply.
  • A support analyst sends an outbound email from the Case. Case Followers are CC'd on these outbound emails.
  • The Case is closed.

Case Followers can reply directly to any of these emails. When a Case Follower replies, the Case owner, Support Contact, and any other Case Followers are notified.

How to Add or Remove a Case Follower

A Bullhorn Hub User with Case access can add and remove Case Followers from within Bullhorn Hub.

  1. Open the Case record in Bullhorn Hub.
  2. Click Manage Case.
  3. Enter or remove the email address of the Case Follower.

A Case Follower can also remove themselves by clicking the unfollow link in any email notification they receive for that Case.

What Case Followers Can and Cannot Do

Case Followers have access to Case information through email notifications only. The following outlines what Case Followers can and cannot do.

Case Followers can:

  • Reply to email notifications. Replies are posted to the Case feed and visible to the Case owner, Support Contact, and other Case Followers.

Case Followers cannot:

  • View Case details in Bullhorn Hub. Being a Case Follower grants access to information through email notifications only.
  • Interact with closed Cases. If a Case Follower replies to a closed Case, or one they are no longer following, the reply will not post to the Case feed.

Troubleshooting

If a Case Follower's reply is not appearing in the Case feed

A reply will not post to the Case feed if the Case is closed or if the Case Follower is no longer following the Case. Case Followers must reply directly to the original email notification. Starting a new email thread will not track to the Case.

If a Case Follower is not receiving notifications

Confirm the email address was entered correctly in the Manage Case panel. Ask the Case Follower to check their spam or junk folder, as automated notifications can sometimes be filtered.

If you want to stop receiving Case Follower emails

Click the unfollow link in any email notification you received for that Case. You do not need to contact a Hub User to remove yourself.

FAQs

Can I add any email address as a Case Follower?

Any valid email address associated with your Bullhorn customer or partner organization can be added as a Case Follower.

Can a Case Follower view the Case in Bullhorn Hub?

No. Being a Case Follower provides access to Case information through email notifications only. It does not grant access to Bullhorn Hub.

What happens if a Case Follower replies after the Case is closed?

The reply will not post to the Case feed. The Case Follower feature does not work on closed Cases.

Who can add or remove a Case Follower?

A Bullhorn Hub User with Case access can add and remove Case Followers using the Manage Case button on the Case record.