---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Wrap-up codes for email interactions

# Wrap-up codes for email interactions {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Default wrap-up codes and configuration settings available for email interactions in Customer Service Management.
{#wrap-up-codes-email-interactions-r__table_yt4_n4s_33c__entry__2}

| Wrap-up code | Description |
|-|-|
| Issue resolved | Interaction closed after the reported issue was resolved. |
| Task Created | Interaction closed after a follow-up task or case was created for further action. |
| Closed due to customer inactivity | Interaction closed as the customer did not respond within the defined follow-up period. |
[Table 1. Default wrap-up codes]

{#wrap-up-codes-email-interactions-r__table_yt4_n4s_33c}  
{#wrap-up-codes-email-interactions-r__table_sbw_hpx_m3c__entry__3}

| Setting | Description | Default |
|-|-|-|
| Table | The interaction table for which wrap-up codes apply. | Interaction |
| Type | The interaction type. | Email |
| Wrap-up duration | Timeout period for agents to submit a wrap-up code after closing an interaction. | 2 minutes |
| Default wrap-up code | The wrap-up code applied automatically if the agent does not submit within the timeout. | Issue resolved |
[Table 2. Wrap-up configuration settings]

{#wrap-up-codes-email-interactions-r__table_sbw_hpx_m3c}
**Related tasks**   

* [Configure wrap-up codes for email interactions](https://www.servicenow.com/docs/bmeaNp~ZTIrNkdXDnpGAuw "Configure internal wrap-up codes that agents use to categorize email interactions when closing them. Wrap-up codes work with both AWA-routed and CCaaS-routed email interactions.")