Agents can search all emails that were converted to Email Cases by following the steps below.

Steps to access

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to 
     → Case Management → Email Search

Email IDThe auto-generated unique ID of the Email Case
Mail CategoryTO DO
SummaryThe subject line of the first email that initiated the Email Case
MilestoneThe Email Case's milestone as defined in the Case Type
PriorityThe priority of the Email Case. Priorities help agents decide on what to work on next. They are usually set automatically by 
OwnerThe current user or workbasket that is responsible for resolving the Email Case
Created DateThe timestamp of when the Email Case was created in the user's timezone

Configuring the Email Search page

Configure the email search page