---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Email to case

# Email to case {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Set up email addresses that customers can use to submit cases to your team. To help direct cases to specific teams, you can designate email addresses to specific products. While agents work on the cases, they can also email
customers with updates and proposed solutions.
Customer Service Management uses the [Email Accounts application](https://www.servicenow.com/docs/access?context=c_EmailAccounts&version=australia&pubname=australia-platform-administration&ft:locale=en-US) to create and maintain email accounts. The system administrator can create multiple incoming email addresses that customers can use to
communicate with customer service agents. The system administrator can also create one outgoing email address.  
After the incoming and outgoing email addresses are created, the system administrator can set the following properties for the email communication channel:

* Establish one of the incoming email addresses to automatically create a case.
* Enable a prefix to include in the subject line of an email to any of the incoming email addresses that automatically creates a case.
* Create cases for customers who are not currently in the system.
{#email-to-case__ul_rms_51f_ndc}

The system administrator can also create a channel configuration to associate any of the incoming email addresses with specific products.
**Tarefas relacionadas**   

* [Configure an email address for a product](https://servicenow-prod.fluidtopics.net/BjXq36muYYW361pgEgOmXg "Configure an email address that creates a case for a specific product.")  
**Tópicos relacionados**   

* [Email accounts](https://www.servicenow.com/docs/access?context=c_EmailAccounts&version=australia&pubname=australia-platform-administration&ft:locale=en-US)