Create multiple cases from email sent to multiple mailboxes
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Apr 1, 2024 |
Business value
Creating corresponding cases for all mailboxes to which an email is sent helps agents have full visibility into customer issues. The appropriate team gets the full context and can independently respond to customers’ issues, without having to transfer the case to the relevant queue. This avoids delays in sending a first response to customers, improves average case handling time, and avoids service level agreement violations.
Feature details
Here are the key capabilities of this feature:
- Email sent to multiple queue-enabled mailboxes (irrespective of To, Cc, Bcc) gets converted into multiple cases (one case corresponding to each queue enabled mailbox).
- Email gets associated to each case and is shown on the case timeline.
- Agents belonging to any of the queues (to which the email was sent to) can respond to the customer independently from any case using the case timeline.
- Any reply from the customer to the original email gets associated to the case created in response to the original email, instead of creating a new case.
- If a customer replies to the original email while adding a new queue-enabled mailbox, a case gets created for the new mailbox and the replied email gets associated with the new case in addition to the existing cases.
This feature can be enabled or disabled using Power Platform settings. For more information, see Enable creation of multiple cases from an email sent to multiple mailboxes.
See also
Create multiple cases from an email sent to multiple mailboxes (docs)