You are reading the documentation for an outdated Corteza release. 2024.9 is the latest stable Corteza release.

Cases

There are three pages dedicated to cases — one main page and two subpages. They all show leads but with different filtering.

  • Cases shows all of the cases in the system,

  • All New cases shows only the cases that have the New status,

  • My new cases shows only the new cases that you are responsible for.

Cases are the main component of Corteza Service Solution — this is where all of the customer issues are captured and handled.

Add a new case

You can add a case from either one of the subpages, but they are usually created from the account.

  1. Click on the "+ Add" button to open up the form,

  2. populate the data and press the "Save" button on the bottom right corner.

Each case has an automatically generated case number, which starts with "ticket#" followed by a number. An example case number is ticket#20191025094353420.

The ticket number provides a unique identification that is used within the system. To make the ticket understandable, provide a good subject.

Make sure that the subject is short, clear and straight to the point!

Key parts of a case

Case Description

This is where you can find the base information regarding a case; such as its status, priority and related product.

Case Details

This is where you can find essential relations, such as the related account, contact, case owner, and it’s cost.

Updates

This is where all the updates related to the case are kept. This can be anything from receiving updates from the clients to us contacting the client. It gives you a clear picture of what is going on. You can add a new update by clicking on the "Add Update to this Case" button. Case status changes automatically create an update.

Knowledge Base

This is where you can quickly search through the knowledge base to find relevant information to get a better understanding of the task at hand.

Typical case flow

  1. A client contacts the company with an issue,

  2. the service agent checks the clients account to see if their entitlements permit support for the issue,

  3. if the client is entitled to support, a new case is created, directly from the account page,

  4. the agent inserts any relevant parameters to the case, assigns a category (the default is "Problem"), links any related products, contacts, and assigns an agent,

  5. the assigned agent works on the case, creates updates and finally closes the case.