Compose an email from a case

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • As an agent, you can compose emails directly from cases within a ServiceNow instance. This capability helps you view and send emails to two different customers simultaneously which saves time and effort.

    Before you begin

    Role required: sn_customerservice_agent

    About this task

    You can compose large emails easily in a full screen view which opens up in a new tab.

    Procedure

    1. Open CSM Configurable Workspace.
    2. Select and open the case for which you want to compose an email.
      The case opens in a new top-level tab.
    3. Select the More Actions more actions icon and select Compose Email.
      The New Email screen opens in full view in a new sub-tab below the Case tab. The To field is pre-filled with the customer's email id and the Subject field contains the original case number and issue.
    4. Compose your email and select Send.
      Note:
      You can also select Save to save the email and send it later. These drafts are available in the Draft Emails related list. To access the draft in the email compose tab, select the More Actions more actions more actions icon and select View Draft to see the saved draft.