About Cases
A case is used to group activities related to the same issue. Activities are tied to a case using a single identification number, the Case ID. A single case can contain activities of various channels such as email, chat, phone, and tasks.
A case is in one of two states: Open or Closed. If the case contains any open activities, then the status of the case remains open. When all the activities held within a case are completed, the case is closed.
A closed case is reopened when a new activity is associated with it. For example, if an agent creates a new activity using a closed case number, the system automatically reopens the case. It can also be reopened using the workflow. A case can be configured to reopen automatically when a customer sends an email with the closed case number in the subject line of the email. You cannot reopen cases manually.
A case assists in the following:
-
Maintain records of all customer activities.
-
Hold together different channels of activities such as email, chat, phone, and tasks into one single entity in the form of a case.
-
Provide information about the customer and related activities to the agent servicing the customer.
-
Tracks service request by a customer with a company across multiple activities.
Related Topics