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<translate>= How to Search Email Cases= As you work with more customers and fulfill more customer requests, you will accumulate a growing collection of cases. From your Agent Desktop, you can search through your cases easily using a string search in any language.

Search strings are typed into the text input field

Search String

To search your email cases in Agent Desktop, navigate to the Contacts center, select the Cases tab, and type in any character(s) (i.e., letters and/or numbers) into the search term field. In addition, you can enter email addresses, names, and case numbers.

Email

If you are familiar with a case or customer's email address, you may search for it. In the example shown, entering the complete email address in the search string input field returns all matches in the system.

You may search by email address

Name

In the example shown, entering a partial or full name in the search string input field returns several results with data for the case number, the date the case/email was created, and the email's subject line.

Search by first name, last name, or full name

Case

When a new email request arrives, the system creates a case for it automatically and assigns a number to this case that is unique within your contact center (e.g., 1185). This number is typically communicated to the customer and can be used by both the customer and yourself to refer to the given request in all future communications. If you know the case number, you can enter it in the search string input field.

You may also search by case number

For more information about email cases, see section Understanding Email Cases and Threads.

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