Agents can search all emails that were converted to Email Cases by following the steps below.
Steps to access
- On the top right, navigate to
→ ServiceJourney - On the left, navigate to
→ Case Management → Email Search

Column | Description |
---|
Email ID | The auto-generated unique ID of the Email Case |
Mail Category | TO DO |
Summary | The subject line of the first email that initiated the Email Case |
Milestone | The Email Case's milestone as defined in the Case Type |
Priority | The priority of the Email Case. Priorities help agents decide on what to work on next. They are usually set automatically by |
Owner | The current user or workbasket that is responsible for resolving the Email Case |
Created Date | The timestamp of when the Email Case was created in the user's timezone |
Configuring the Email Search page
Configure the email search page