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


---

# Configure email addresses and properties for email to case

# Configure email addresses and properties for email to case {#ariaid-title1}

Release version: Australia  
Updated September 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Set up which incoming emails create cases and which product each email address is tied to.

Customers submit cases by emailing the addresses you create in the [Email Accounts application](https://www.servicenow.com/docs/access?context=c_EmailAccounts&version=australia&pubname=australia-platform-administration&ft:locale=en-US). You decide which incoming address creates a case automatically and link addresses to products so cases reach the right teams. You also set the subject line
prefix that triggers case creation and choose whether to create cases for senders who aren't in the system yet.