Cases

Cases tracks requests from intake to resolution. Open it from Cases in the workspace navigation.

Availability and permissions

Cases is included with Pro, Team, and Enterprise. Use Record permissions → Cases to control View, List, Create, Update, Delete, Export, and Import. Permission to use another module does not automatically grant access to Cases.

Open a case for a caller

1. Choose New record in Cases.
2. Enter the subject and any fields configured for creation.
3. Set Source to Phone, Email, or the appropriate intake source.
4. Link an existing Person or Account when useful and assign the case.

Staff intake does not require a portal or a portal login. Each case receives an autonumber, initially formatted like CAS00023.

Work with cases

The list uses the standard record toolbar: saved views, display settings, filter builder, import, and export. Actions depend on the staff member's permissions.

In a case, Details includes the subject and staff-only Note. Activity shows customer replies and internal notes together. The right sidebar contains status, assignee, account, person, source, attachments, and linked Knowledge. Staff-only attachments and internal notes are not shown to portal visitors.

The Relationships tab shows the relationship graph. Separately configured related-record tabs can show lists such as Tasks or People.

Customize in Module Builder

Cases is a system module that permits custom fields, Create Form configuration, filters, views, related-record tabs, and permissions. Core fields remain protected so case workflow continues to work. Configure the Create Form tab to choose which additional fields appear when staff creates a case.

Customers can submit and follow cases through an enabled portal. Portal access is evaluated separately from staff role permissions.

Status and priority

New cases start as Open. The case statuses are Open, In progress, Waiting on customer, Resolved, and Closed. There is no separate New status. A customer reply reopens a case.

Set Priority in the record sidebar to Low, Normal, High, or Urgent. Normal is the default. Priority is a protected case field and can also be included in record views, filters, and the creation form.

Workflow settings and SLAs

Open a case's Workflow tab to see its service targets, macros, triage, and customer feedback. Staff with Cases configuration permission can expand Case workflow settings to configure the workspace's first-response and resolution targets in minutes.

Case targets measure elapsed calendar time from intake, including time waiting for a customer. An internal note does not satisfy the first-response target; a public staff reply does. Resolution timing stops when the case is resolved or closed and resumes against the original intake time if reopened. Changing a target recalculates displayed deadlines for existing cases. Leave a target blank to disable it.

Shared Inbox has its own reply and resolution targets, including business hours. Those settings do not configure Case targets.

Macros

Create named macros in Case workflow settings with optional reply text, priority, status, and assignment to the staff member applying the macro. Select a macro in the Workflow tab, review its actions, then choose Apply macro. Text opens in Activity as an editable internal note; choose Customer reply when a portal recipient is available. Nothing is sent automatically. A case or macro change requires a fresh preview.

Email-to-case

Under Email-to-case, enable an email inbox that you administer. This also requires Cases configuration and creation permissions. The same control is available in Shared Inbox workflow settings.

New email conversations in an enabled inbox create one linked case per conversation. Later incoming messages, sent replies, and internal notes appear in the case's Activity, where staff with Case access can read them. An incoming reply reopens the case. Historical conversations are not imported. Creation uses the configured Case form defaults; any additional required fields need usable defaults for email intake.

Use the linked Shared Inbox conversation to send email replies and view email attachments. Email intake does not create a portal login. Disabling intake stops new case creation; existing linked cases continue receiving their conversation history.

AI triage

Enable AI triage suggestions in workflow settings, then select Suggest triage on a case. AI suggests a priority and, when categories are configured, a category. Review the suggestion and confidence before choosing Apply suggestion. It does not send replies or assign work. If the case or settings change, request a new suggestion. When evidence is insufficient or the AI service is unavailable, triage manually.

AI triage requires the server's TypeSafe integration to be configured. It is separate from Knowledge-backed reply generation.

Customer satisfaction

Enable customer satisfaction surveys in Case workflow settings. After resolving or closing a case, choose Create feedback link and share it with the customer. Links expire after 30 days and accept one rating from 1 to 5, with an optional comment. Creating a link does not send an invitation.

The case shows its submitted rating and comment. Expired, unanswered links can be renewed by choosing Create feedback link again. Workflow settings includes a 90-day report of responses, average rating, and the percentage of 4- or 5-star ratings. Turning surveys off also disables outstanding links.