Email triage is the process of routing incoming emails to a user or to a work queue, directly creating a business case to handle the email, or taking actions in other ways to help address issues reported in the email. For more information, see Email triage process.

• Reply to the customer or other users for a triage case.
  For more information, see Replying to customers by email for an email bot.
• Forward emails to third-party stakeholders for a triage case to help address the requested issue more quickly.
  For more information, see Forwarding emails to other stakeholders for an email bot.
• Send a Pulse message to specific operators, or to everyone, to discuss the triage case.
  For more information, see Sending Pulse messages for an email bot.
• Assign a triage case to another user or a work queue.
  For more information, see Transferring triage cases.
• Create a business case that relates to a triage case.
  For more information, see Spinning off business cases for an email bot.
• Associate service requests with an existing triage case.
  For more information, see Associating service requests with a triage case.
• Detect duplicate or related business cases in the system.
  For more information, see Detecting duplicate or related cases for an email bot.
• Map a case to a duplicate or related case in the system.
  For more information, see Mapping to duplicate or related cases for an email bot
• Link related spun-off or duplicate business cases to a triage case.
  For more information, see Linking related cases for an email bot
• Mark a triage case as completed.
  For more information, see Resolving triage cases.