---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring the email channel

# Configuring the email channel {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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 product. As agents
work on the cases, they can also email customers with updates and proposed
solutions.
Customer Service Management uses the
Email Accounts application 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 these 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.
{#c_CustomerServiceEmailCommunication__ul_bmq_g1g_2w}

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

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