---
title: Accessing associated cases and interaction emails
description: Access the associated case from the email interaction and vice versa. From the email interaction, agents can view the linked case for additional context. While from the case, they can access all related email interactions. This smooth navigation helps agents manage customer issues more effectively.View the linked case to get additional context on the email interaction.View the linked email interaction to access all information related to the case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/accessing-associated-cases-interaction-emails.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
keywords: [Email Interaction for CSM, Email Interaction for CSM, Email Interaction for CSM]
breadcrumb: [Using Email Interaction for CSM, Customer communication, Use, Customer Service Management]
---

# Accessing associated cases and interaction emails

Access the associated case from the email interaction and vice versa. From the email interaction, agents can view the linked case for additional context. While from the case, they can access all related email interactions. This smooth navigation helps agents manage customer issues more effectively.

## Access a case from an email interaction

View the linked case to get additional context on the email interaction.

### Before you begin

Role required: sn\_customerservice\_agent or sn\_customerservice\_manager

### Procedure

1.  Navigate to **All** > **CSM/FSM Configurable Workspace**.

2.  Select the List icon.

3.  In the Interactions section, select **My Interactions**.

4.  Open an email interaction.

5.  From the contextual side panel, select **Related Lists**.

6.  From the Related lists section, select **Related Tasks**.


### Result

All cases associated with an email interaction and their details are displayed.

## Access an email interaction from a case

View the linked email interaction to access all information related to the case.

### Before you begin

Role required: sn\_customerservice\_agent or sn\_customerservice\_manager

### Procedure

1.  Navigate to **All** > **CSM/FSM Configurable Workspace**.

2.  Select the List icon.

3.  From the Cases section, select **My Cases**.

4.  Open a case.

5.  Select the **Interactions** tab.


### Result

All email interactions associated with the case and their details are shown.