---
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: "2026-03-12"
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

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

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 \[Omitted image "agent-workspace-more-ui-actions-icon.jpg"\] Alt text: more actions 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 \[Omitted image "agent-workspace-more-ui-actions-icon.jpg"\] Alt text: more actions \[Omitted image "agent-workspace-more-ui-actions-icon.jpg"\] Alt text: more actions 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)