Compose an email from a case

task australia Updated Sep 10, 2026 1 min read compose-email-cases.md

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

Open CRM Workspace.
Select and open the case for which you want to compose an email.

The case opens in a new top-level tab.
Select the More Actions [Omitted image "workspace-more-actions-icon.png"] Alt text: More icon 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.
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 [Omitted image "workspace-more-actions-icon.png"] Alt text: More icon icon and select View Draft to see the saved draft.

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---
title: Compose an email from a case
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/compose-email-cases.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage email tasks, Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---

# Compose an email from a case

## 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 CRM 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 \[Omitted image "workspace-more-actions-icon.png"\] Alt text: More icon 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 \[Omitted image "workspace-more-actions-icon.png"\] Alt text: More icon icon and select **View Draft** to see the saved draft.

**Related topics**

[Compose an email from the ribbon component](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/open-email-customer-360.md)