---
title: Create a new case from an email message in Microsoft Outlook
description: If a customer whose contact details are available sends an email stating an issue, you can easily create a customer service case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-new-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use Microsoft Outlook with CSM, Schedules and sites, Use, Customer Service Management]
---

# Create a new case from an email message in Microsoft Outlook

If a customer whose contact details are available sends an email stating an issue, you can easily create a customer service case.

## Before you begin

Role required: sn\_customerservice.contact\_manager and sn\_customerservice.proxy\_contact

## Procedure

1.  Open the email message you received from a customer.

2.  On the Microsoft Outlook Home tab, click **View in ServiceNow**.

    The Outlook add-in panel opens in the right pane.

3.  Click the more icon \(\[Omitted image "more\_icon.png"\] Alt text: More icon.\).

4.  Select **Create Case** from the menu.

5.  Fill in the case details on the case form.

6.  Click **Submit**.