---
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


---

# Compose an email from a case

# Compose an email from a case {#ariaid-title1}

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

As an agent, you can compose emails directly from cases within a ServiceNow instance.
This capability helps you view and send emails to two different customers simultaneously
which saves time and effort.

## Before you begin

Role required: sn_customerservice_agent

## About this task

You can compose large emails easily in a full screen view which opens up in a new
tab.

## Procedure

1. Open CSM Configurable Workspace.
2. Select and open the case for which you want to compose an email.  
   The case opens in a new top-level tab.
3. Click the More UI Actions ![agent workspace more UI actions icon]() icon and select Compose Email.  
   The New Email screen opens in full view in a new sub-tab below the Case tab. The To field is pre-filled with the customer's email id and the Subject field contains the original case number and issue. For more information, see [Compose an
   email](https://www.servicenow.com/docs/access?context=using-email&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US).
4. Compose your email and click Send.  
   Note:  
   You can also click Save to save the email and send it later. These drafts are available in the Draft Emails related list. To access the draft in the email compose tab, click the More UI Actions ![agent workspace more UI actions icon]() icon and select View Draft to see the saved draft.
{#compose-email-cases__steps_usy_5jd_kjb}
**Related tasks**   

* [Compose an email from the ribbon component](https://servicenow-prod.fluidtopics.net/8JyhcMSYh8yQxXLsYmVzwg "As an agent you can compose emails directly from cases within CSM Configurable Workspace without having to use an external email client. This capability helps you view and send emails to two different customers simultaneously which saves time and effort instead of having to address and send a separate email message.")