Configure an email address for a product

Configure an email address that customers can email to create a new case for a specific product.

Before you begin

Role required: admin

About this task

Create a configuration that links a product to a specific email address. This configuration is created in the Channel Configuration (sn_customer_service_channel_config) table.


  1. Navigate to Customer Service > Administration > Channels.
  2. Click New.
  3. Fill in the fields, as appropriate.
    Table 1. Channel Configurations form
    Field Description
    Name The name of the email configuration.
    Channel Type This field displays the Email configuration type.
    Product The product model associated with this email configuration.
    Active The check box to activate the email configuration.
    Email address The email address for this configuration. Enter one of the incoming email addresses that was configured using the Email Accounts application.
  4. Click Submit.