Answer
Not necessarily. Email can still be sent and received through existing programs, provided the necessary assignment and traceability are ensured. For certain cases, replying directly from Workspace can make sense, because the customer, order, template and status are then at hand. Other communication stays in the normal mailbox.
The specific integration depends on the mail service and the rules you want. What matters is not to create two contradictory processing states. If a message is answered in the email program, Workspace should update the case accordingly or at least make the communication visible. The introduction can be gradual; a hard switch without any benefit for users only encourages new workarounds.
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As of 3 September 2026
Further reading
Related topic: Workspace: Inbox and cases