Customer service email properties

Users with the system administrator role can set several properties for the Customer Service Management email communication channel.

After creating the incoming and outgoing email addresses that customers use to communicate with customer service agents, the system administrator can set the following email-specific properties.

Navigate to Customer Service > Administration > Properties to access these properties.

Table 1. Customer Service Management email properties

Property	Definition
Case email address [glide.cs.email.case_queue_address]	One of the incoming email addresses that automatically creates a customer service case. For incoming email, the system checks the address to see if it matches the address in the Case email address property. If yes, the system creates a customer service case. If it does not match, or if this property is not set, the system then checks the Email subject prefix format for new case property.
Email subject prefix format for new case [glide.cs.email.new_case_prefix]	The prefix included in the subject line of an email to any of the incoming email addresses that automatically creates a customer service case. This field is automatically set to Case: as the default prefix.
Create case for non matched user [sn_customerservice.email.create_case_for_non_matched_user]	Enable the creation of new customer service cases when emails are received from users with email addresses that do not currently exist in the system.
Number of activities [number_of_activities_in_notification]	Indicates the number of activities (emails and comments) in the activity history that are included in the email notifications and replies. The default value is 3.
Include system emails in email notifications [include_system_emails_in_notification]	Indicates whether system emails are included in email notifications. The default value is false.
Number of activities in reply number_of_activities_in_reply	Number of additional comments and emails included in Reply/Reply-All templates (-1 means all)
Email history notifications	By default, the email history shows the last three messages in the case record. To show all activities on a case record in email replies and email notifications, add this script ${mail_script:get_emails_comments_activity_history} to the email reply system property (reply-received) and the case commented system property (case.commented.for.customer). For more information, refer to Configure email and comment notifications .