Cases

Updated: October 2, 2024

A Case refers to a specific scenario requiring attention. This could be a problem, a request, a training issue, or an integration that needs to be addressed by someone in the company. The Cases page allows managers to create, view, and edit cases to ensure customer satisfaction.

Manager's Dashboard

On the manager's dashboard, cases can be created, viewed, and edited from the Cases page. They can also be viewed on the contact form's "History" tab. 

Agent's Dashboard

On the agent's dashboard, cases can only be viewed on the contact form's "History" tab.

How to Create a Case

1. Go to: Reports > Cases
2. Click on Create Case.

• Contact (Required): Enter the contact ID.
• Subject: Create a brief subject for the case.
• Description: Provide a concise description of the issue.
• Priority: Select the appropriate priority level (6 options available).
• Status: Choose a status from the 6 available options.
• Type: Choose a case type from the 3 available levels.
• Reason: Select a reason for the case (5 options available).

Once all fields are completed, click Save to finish.

Cases can then be viewed on the main Cases page, where they can be managed.



Conclusion

Case management helps users effectively handle incoming sales or support requests. By categorizing cases and setting relevant parameters, managers can take prompt actions, ensuring timely resolutions for customer issues. For any questions regarding this feature, please contact support.