Create Case from Email

Note

This tool is available by default on the following MCP servers: Dynamics 365 Customer Service. The tools and examples in this documentation illustrate current capabilities. Tool names, descriptions, parameters, response formats, and available functionality can change over time.
When you build agents, integrations, or orchestration logic, don't hard-code dependencies on specific tool names, parameter structures, tool metadata, or response schemas. Instead, design your solution to discover and use available tools at runtime.
As the platform evolves, Microsoft might add, remove, rename, or modify tools and tool metadata. Designing against capabilities rather than specific tool identifiers helps maintain compatibility across service updates.

Use this capability when you receive an email that needs a new support case. The assistant creates the case, links the email to it, and sets up the customer contact automatically.

What it does

The assistant creates a new support case based on the email's content. It uses the email subject as the case title unless you specify a different one, and looks up the sender as a contact in Dynamics 365. If the sender doesn't have a contact record yet, one is created automatically. The email is linked to the new case so it appears on the case timeline.

Try prompts like

• "Create a case from this email"
• "Convert the email to a support case"
• "Open a case from the customer's email"
• "File a ticket from this email"
• "Create a case for the billing complaint email"

What you see in chat

The assistant shows a text confirmation with the new case number, case ID, and contact information. If a new contact was created for the sender, it's noted in the response.

Helpful tips

• If you're not sure whether a case already exists for this email, use the prompt, "match this email to existing cases" first. That way, you avoid creating a duplicate case.
• The case title defaults to the email subject. If you want a different title, include it in your prompt.
• The sender is automatically linked as the case customer. If the sender doesn't have a contact record in Dynamics 365, one is created.
• After the case is created, you can open it to add more details or start working on it.

Tip

A common workflow is: view email, check for matching cases, then create a new case if none match - or link to an existing case if one does.

What happens next

After the case is created, you can continue with prompts like:

• "Open the case"
• "Summarize the case"
• "Draft a reply to the customer"
• "Update the case priority to high"
• "Assign the case to the billing team"

Does this change data?

Yes. This creates a new case.

A new support case (incident) is created in Dynamics 365, the email is linked to it, and a contact record may be created for the sender. The assistant asks for confirmation before creating the case.

Prerequisites

This tool requires the following:

• Automatic record creation rules

Learn more in Automatically create or update records.

Tool summary

Property	Value
User-facing name	Create Case from Email
Internal tool name	create_case_from_email
Purpose	Creates a new support case from an email

Tool behavior

Creates a new support case from an email. Looks up the sender as a contact (creates one if not found), creates an incident linked to the email, and sets the contact as the customer. Use when the user asks to convert an email into a case, open a case from an email, or file a ticket from an email.

Annotations

Annotation	Value	Meaning
readOnlyHint	false	This tool creates data - Microsoft 365 Copilot prompts for confirmation.
destructiveHint	false	Creating a case is additive, not destructive.
idempotentHint	false	Each call may create a new case - not safe to retry.
openWorldHint	Not set	Uses default (queries Dataverse).

Input concepts

Email identifier

Input	Description	Required
emailId	emailId (the Dataverse email activity GUID to create a case from, required).	Yes

Sender context

Input	Description	Required
senderEmail	senderEmail (sender email address for contact lookup - if omitted, extracted from the email record).	No

Case details

Input	Description	Required
title, description	title (case title - if omitted, uses the email subject), description (email body text - if omitted, extracted from the email record).	No

Response and UI behavior

Response type

Text-only

No interactive component is rendered. The tool returns the new case ID, ticket number, and contact information (whether a new contact was created or an existing one was linked).

Routing notes

Use create_case_from_email for:

• "Convert this email to a case", "create a case from this email", "file a ticket"
• When no existing case matches the email (after match_cases returns no results)

Don't use create_case_from_email when:

• An existing case matches the email - use link_email_to_case instead
• The user wants to check for matching cases first - use match_cases
• The user wants to create a case without an email context - use case creation tools

Related tools

Tool	Relationship
match_cases	Finds existing cases that may match (called before creating a new one)
link_email_to_case	Links the email to an existing case (alternative to creating a new one)
view_email	Displays the email content before case creation
get_case	Opens the newly created case

Data mutation classification

Write / mutation.

This tool creates a new incident record, optionally creates a contact record, and links the email to the case in Dataverse. Microsoft 365 Copilot prompts the user for confirmation before it runs.