Cases¶
Cases help teams track work that stays open over time, such as requests, claims, incidents, service issues, or ongoing customer communication. A case combines discussion, documents, assignments, deadlines, and history in one place.
Cases are usually created inside a channel. They can be opened manually or created automatically from email or integration workflows, depending on channel configuration.
Note: Case features such as time tracking, milestones, profiling, and email updates depend on channel settings and your permissions.
Core Workflow¶
- Open the relevant channel and review the case list.
- Filter or search until the case you need is visible.
- Open the case and review the latest activity, files, assignee, and deadlines.
- Update, assign, or link the case as needed.
- Close the case when the work is complete, or reopen it later if more action is required.
Case Basics¶
Each case can include:
- a unique case number
- a subject and description
- deadline and priority
- created, updated, assigned, and closed dates
- assigned user information
- related files, messages, and linked cases
When work is completed, the case can be closed. Closed cases can be reopened if more action is needed.
Case List¶
Use the case list to review existing cases in a channel, switch between Open, Closed, and All, and narrow the list with search and filters.
In this screen, the most important control points are the status views such as Open and Closed, the filter area, and the bulk-action area used for operational cleanup or reassignment.
What You Can Do from the List¶
Search and Filter
Search by keywords and apply structured filters such as assigned user, created date, updated date, or closed date.
Ordering
Change the sort order to bring the most relevant cases to the top.
Export
Export the current list to Microsoft Excel format (.xlsx).
Bulk Actions
Select one or more cases to perform actions such as assign, move, merge, close, or delete.
Common Default Filters¶
- Assigned To Me
- Unassigned
- Created By Me
- Updated By Me
These filters are especially useful for channel managers who need to separate personal work from queue-management work.
Working with a Case¶
Once you open a case, you can manage both the case details and the collaboration around it.
Edit the Case¶
Use Edit to update the subject, description, and type. If your organisation uses case profiling, choosing a type can open additional fields specific to that case category.
Profile the Case¶
Profiling adds business-specific fields for more complex scenarios such as CRM, service desk, or complaint management.
Result: The case stores structured information beyond the basic subject and description.
Send an Update¶
Users with the right permissions can send case updates by email to the relevant recipients.
- Select Send Update from the case toolbar.
- Choose whether the message should come from the channel address or your own address.
- Fill in recipients, subject, and message content.
- Add attachments or select files from the case.
- Send the message.
Use this option when the case needs an externally visible update rather than an internal note in the activity stream.
Use the Activity Stream¶
The activity stream records messages, notes, and email conversations related to the case.
The activity stream is usually the fastest way to understand the current case state before making assignment or closure decisions.
Review Files¶
The files section lists incoming and outgoing email attachments together with files added directly to the case.
Review the files area before sending updates so you can reuse existing attachments instead of uploading the same file again.
Time Tracking¶
If time tracking is enabled, users can record work spent on the case.
You can:
- start and stop a timer while you work
- add a manual entry for past work
- choose a time type
- specify the date of the work entry
Managers can also set an estimated duration for the case.
Use the add-time form to enter the duration in minutes, hours, or days.
Milestones¶
Milestones track important stages or service targets within a case.
Milestones can be based on:
- a duration in minutes, hours, or days
- a specific date and time
The milestone view helps users recognise completed, current, and overdue milestones at a glance.
For channel managers, this view is often the quickest way to identify which cases need escalation before service levels are breached.
Case Links¶
Use case links when one case needs to reference another.
You can:
- add related cases
- add child cases
- close a case as a duplicate of another case
Result: Linked cases remain easy to follow without copying the same information into multiple places.