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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create case from email

# Create a new case from an email message in Microsoft Outlook {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

If a customer whose contact details are available sends an email stating an issue,
you can easily create a customer service case.

## Before you begin

Role required: sn_customerservice.contact_manager and
sn_customerservice.proxy_contact

## Procedure

1. Open the email message you received from a customer.
2. On the Microsoft Outlook Home tab, click View in ServiceNow.  
   The Outlook add-in panel opens in the right pane.
3. Click the more icon (![More icon.]()).
4. Select Create Case from the menu.
5. Fill in the case details on the case form.
6. Click Submit.
{#create-new-case__steps_kwc_qwh_mjb}