{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":7122,"path":"customer-service-management/r_CustomerServiceEmailProperties.md","title":"Customer service email properties","bundle":null,"doc_type":null,"release":"australia","body":"\n# Customer service email properties\n\nUsers with the system administrator role can set several properties for the Customer Service Management email communication channel.\n\nAfter 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.\n\nNavigate to **Customer Service** &gt; **Administration** &gt; **Properties** to access these properties.\n\n<table id=\"table_ek3_ndy_nr\"><thead><tr><th>\n\nProperty\n\n</th><th>\n\nDefinition\n\n</th></tr></thead><tbody><tr><td>\n\nCase email address\\[glide.cs.email.case\\_queue\\_address\\]\n\n</td><td>\n\nOne 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.\n\n-   If it matches, the system creates a case\n-   If it doesn't match, or the property isn't set, the system checks the Email subject prefix format for new case property instead.\n-   \nIf 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.\n\n</td></tr><tr><td>\n\nEmail subject prefix format for new case \\[glide.cs.email.new\\_case\\_prefix\\]\n\n</td><td>\n\nThe 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.\n\n</td></tr><tr><td>\n\nCreate case for non matched user\\[sn\\_customerservice.email.create\\_case\\_for\\_non\\_matched\\_user\\]\n\n</td><td>\n\nEnable creating of new customer service cases when a sender's email address isn't in the system yet.\n\n</td></tr><tr><td>\n\nNumber of activities\\[number\\_of\\_activities\\_in\\_notification\\]\n\n</td><td>\n\nIndicates 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.\n\n</td></tr><tr><td>\n\nInclude system emails in email notifications\\[include\\_system\\_emails\\_in\\_notification\\]\n\n</td><td>\n\nIndicates whether system emails are included in email notifications. The default value is false.\n\n</td></tr><tr><td>\n\nNumber of activities in replynumber\\_of\\_activities\\_in\\_reply\n\n</td><td>\n\nNumber of additional comments and emails included in Reply/Reply-All templates \\(-1 means all\\)\n\n</td></tr><tr><td>\n\nEmail history notifications\n\n</td><td>\n\nBy default, the email history shows the last three messages in the case record. To show every activity on a case record instead, 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/config-email-notifications.md)\n\n.\n\n</td></tr></tbody>\n</table>"}}