Turn email into cases automatically
Every new email to a support mailbox becomes a numbered case and is assigned to an agent straight away.
For: AdminsSteps
- Connect your support mailbox in Settings → Mailboxes.
- Open Settings → Cases & workflow. Under Email to case, keep “Every new email to a support mailbox becomes a case” on and tick each support mailbox.
- For each mailbox, choose the team, category and priority its cases start with — for example billing@ goes to the finance desk.
- Add your own email domains so mail from your staff stays in the inbox instead of becoming a case.
- Optionally list key customer tiers (such as Enterprise) whose cases start at a higher priority.
- New emails now create cases, numbered like CS-2026-000123, and are assigned by your routing rules or the default routing. Replies are added to the same case.
- Choose what happens when a customer replies to a closed case: reopen it within a set number of days, or open a new linked case.
Good to know
- Automatic replies, bounces, mailing lists and no-reply senders never become cases.
- Turn on the mailbox's auto-acknowledgement so customers get their case number straight away.
- To convert a single email from a mailbox that doesn't create cases, open it in Mail and select Create case.
Still need help? Contact support