---
schema_version: "1"
id: 528cf3e8e96d36f424cd6c30edda745e7402e09ae151be72fef4fac96b56314f
title: Move Emails to a Different Case
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/move_email_agents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.move_email_agents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e331c324002a817e6fe69ecdfe0c5b5d3d68c84d9dcf57b14fe21e3daf0921d8
description: Keep emails correctly sorted when a customer replies to a thread with information about a different case.
products:
  - Service Cloud
release: "264"
---
# Move Emails to a Different Case

Keep emails correctly sorted when a customer replies to a thread with information about a different case. 

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

To use this feature, you must have Email-to-Case and [Lightning Threading](https://help.salesforce.com/s/articleView?id=000389648&type=1&language=en_US) turned on. 

1. Go to the email that you want to move.
2. Click the dropdown menu at the top right corner of the email, and select **Move to Another Case**.
    
    ![Screenshot of the dropdown menu showing the option to Move Emails](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/help_moveEmail_agent_copy.png)
3. Enter a case number to move the email to that case.
    
    ![Screenshot of the window allowing support reps to input the case number of the target case](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/Move_email_screenshot_copy.png)
4. Click **Move**.
5. Reply to the moved email, letting the customer know that the email is attached to a different case. A new token is introduced, which makes sure that future emails stay threaded to the case where you moved the email.

## Let Service Reps Move Emails

Let service reps reassign emails from one case to another with Email-to-Case. They can keep emails correctly sorted when a customer replies to a thread with information about a different case.

1. Verify that Email-to-Case and [Lightning Threading](https://help.salesforce.com/s/articleView?id=000389648&type=1&language=en_US) are turned on.
2. From Setup, enter Email-to-Case in the Quick Find box, and then select **Email-to-Case Settings**.
3. Click **Edit** and select **Let Agents Move Emails**.
4. Save your changes.
    
    ![Email to case settings showing option to let agents move emails](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/cases/MoveEmaile2C.png)