⚒️The Case Tab

The Case Tab displays a single case's details and provides tools for processing it.

Case Tab Components

Case Header

The case header displays the case status, entry mode, current inbox, service category, service type, linked customer, and action panel.

The action panel allows you to assign a user and perform other actions, such as resolving or moving the case to another inbox.

The case status determines the available actions.

Case Record

The Case Record section allows you to tag the case and edit the case's fields. The case's service category determines the available tags and fields.

You can edit the case record only after you start processing it (the case status is Active and is locked by you).

Notes

The notes section is a useful tool for adding additional information to a case. One example of when you might use it is when you are moving the case to another inbox.

Regardless of the case status, agents can add multiple notes to a case, allowing for documented discussions about the case.

Side Panels

Side Panels provide additional information about the case.

Case Information Panel

Shows the case No., date opened, date closed, etc.
Allows the agent to change the case's language and channel.

Customer Panel

If a Customer record is linked to the case, use the Customer Panel to view the customer's details.

Automation Log Panel

This panel lists automations run for this case.

SMS Messages Panel

This panel lists SMS messages sent regarding this case record.

History Panel

This panel depicts the case history by listing the inboxes the case has been in and its status changes.

Change Log Panel

This panel offers comprehensive change tracking for the case, listing all modifications made along with detailed comparisons of old and new values.