Customer service email properties

The system administrator can set several properties for the Customer Service Management email communication channel.

The system administrator creates the incoming and outgoing email addresses using the Email Accounts application. Customers can use these addresses to communicate with customer service agents. After these addresses have been created, the system administrator can set several email-specific properties.

Navigate to Customer Service > Administration > Email Properties to access these properties.

Table 1. Customer Service Email Properties
Property Definition
Case email address

[glide.cs.email.case_queue-address]

One of the incoming email addresses that automatically creates a new customer service case.

For incoming email, the system checks the address to see if it matches the address in the Case email address property. If yes, the system creates a customer service case. If it does not match, or if this property is not set, the system then checks the Email subject prefix format for new case property.

Email subject prefix format for new case

[glide.cs.email.new_case_prefix]

The prefix to include in the subject line of an email to any of the incoming email addresses that automatically creates a new customer service case. The default prefix is Case:.
Create case for non matched user

[sn_customerservice.email.create_case_for_non_matched_user]

Check box to enable the creation of new customer service cases when emails are received from users with email addresses that do not currently exist in the system.