Zoho CRM Now Lets You Send Emails Directly from the Cases Module

Greetings all,

The ability to send emails from the Cases module, which users have been eagerly anticipating, is now available, just like in the other modules.

In Zoho CRM, Cases is a module specifically designed for managing support tickets. If your organization has a help desk or a similar tool, a user can resolve the tickets directly from the Cases module.

Previously, users had to go to the Contacts module to send an email regarding a case. Moreover, when viewing data from a contact record, all emails associated with the contact would appear, making it challenging to find emails related to a specific case.

In this enhancement, users can choose to view all case-specific emails sent to the associated contact from the Cases module, giving additional context. Users will now be able to send individual and mass emails from the Cases module directly to the related contact, too.

Let's look at the enhancement in detail:

Send emails from the Cases module

When users access a case record, they will see the Send Email button, which when clicked, lets them compose an email.

You’ll also get Quick Suggestions, which display any secondary or custom email addresses linked to that contact, so users can easily choose the right recipient.

Additionally, users can send emails directly from the List View by selecting a case. email addresses for users to choose.

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Email Related List

A new Email Related List has been added within each case record, allowing users to keep track of all email conversations linked to that specific case.

This section has two views:

• Cases - Sent Emails from CRM: Emails sent from within the case (via the Send Email button) or through CRM features like mass emails or workflows will automatically appear here—just like they do in modules like Leads or Contacts.

Emails associated with the contact: 

This displays all emails associated with the contact, whether they’re related to the specific case. It matches the email view in the Contacts module.

Mass Email

Users can now send bulk email responses directly from the Cases module. This is especially useful for responding to multiple tickets with similar queries using pre-designed templates.

Smart Filter

A new filtering option, Latest Email Status, is available in the Cases module. It lets users sort and filter cases based on the most recent email activity—whether sent or received—within a selected time range.

Email Reports

All email communications related to cases will now be included in Email Reports within the Reports module. This gives users a comprehensive view of email activity across the CRM.

What’s Coming Next  

We’re also working on a few additional enhancements to the email experience within the Cases module:

• Emails sent from the Cases module will soon be able to sync with the responses they receive.

• Emails that originate from the Contacts module or synced emails linked to a contact will also be visible in the associated case—offering a more unified view of communication.

 Additional Information  

• Availability: All CRM Editions

• Data Centers: Available across all DCs

• Rollout: Fully released across all editions and DCs

For more details visit pfc-group.com.

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