Customer service email properties

Users with the system administrator role can set several properties for the Customer Service Management email communication channel.

After creating the incoming and outgoing email addresses that customers use to communicate with customer service agents, the system administrator can set several email-specific properties.

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

Table 1. Customer Service Management email properties
Property Definition
Case email address

[glide.cs.email.case_queue_address]

One of the incoming email addresses that automatically creates a 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 customer service case. The default prefix is Case:.
Create case for non matched user

[sn_customerservice.email.create_case_for_non_matched_user]

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.