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