Cases
The Cases page is accessible by clicking on the Cases section in the main navigation bar on the top of the screen.
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Cases shows all of the cases in the system,
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All New cases shows only the cases that have the `status of being new,
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My new cases shows only the new cases that you are responsible for.
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A client contacts the company with an issue,
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the service agent checks the clients account to see if their entitlements permit support for the issue,
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if the client is entitled to support, a new case is created, directly from the account page,
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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,
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the assigned agent works on the case, creates updates and finally closes the case.
Adding a new case
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Navigate to the Cases,
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click on the + Add button to open the form,
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populate the data and press the Save button in 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.
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The ticket number provides a unique identification which is used within the system. To make the ticket understandable, provide a good subject. A good subject alone allows you to get a general idea of what the ticket is about. Make sure that the subject is short, clear and straight to the point. |
The key parts of a case
- Case Description
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This is where you find the base information regarding a case; its status, priority, and a related product.
- Case Details
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This is where you can find essential relations, such as the related account, contact, case owner, and it’s cost.
- Updates
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This is where all the updates related to the case are kept. It can be anything from receiving updates from the clients to us contacting the client and gives you a clear picture of what is going on. It is possible to add a new update by clicking on the "Add Update to this Case" button. Case status changes automatically when you create an update.
- Knowledge Base
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This is where you can quickly search through the knowledge base to find relevant information in order to get a better understanding of the task at hand.