How to create a case from an existing case communication email thread
You can create a new case based on an existing case communication thread. For example, if you need to solve an additional task concerning another service during processing a specific case. To create a case from an existing case communication email thread:
1.Open an existing case and go to the [Processing] tab.
2.Highlight a message text or portal post containing customer request. The 
button will appear in the top right corner of the highlighted text.
3.Click the newly appeared button (Fig. 1). As a result, a new case will be created with the following fields populated automatically: [Subject], [Description], [Source], [Contact], [Account], and [Category] of the new case will be populated automatically.
Fig. 1 Creating a new case from the communication thread
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