Create multiple cases from email sent to multiple mailboxes

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	-	-	Apr 1, 2024

Business value

When you create corresponding cases for all mailboxes that receive an email, agents get full visibility into customer issues. The right team gets the full context and can respond to customers’ issues on their own, without transferring the case to another queue. This approach avoids delays in sending a first response to customers, improves average case handling time, and prevents service level agreement violations.

Feature details

This feature offers the following capabilities:

• When you send an email to multiple queue-enabled mailboxes (regardless of whether you use To, Cc, or Bcc), the system converts the email into multiple cases. Each queue-enabled mailbox has its own case.
• The email connects to each case and appears on the case timeline.
• Agents in any of the queues that receive the email can respond to the customer. Each agent works independently from any case by using the case timeline.
• When a customer replies to the original email, the reply connects to the case created for the original email. The reply doesn't create a new case.
• When a customer replies to the original email and adds a new queue-enabled mailbox, the system creates a case for the new mailbox. The reply connects to the new case along with the existing cases.

Use Power Platform settings to turn this feature on or off. For more information, see Enable creation of multiple cases from an email sent to multiple mailboxes.

Geographic areas

Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.

Language availability

Visit the Explore Feature Language report for information on this feature's availability.

Additional resources

Create multiple cases from an email sent to multiple mailboxes (docs)