Case management

Case Management

Track and manage customer issues through resolution.

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Overview

Case management provides a system for tracking customer issues from initial contact through resolution.

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Case Lifecycle

[New] → [Assigned] → [In Progress] → [Pending] → [Resolved] → [Closed]
              │            │              │
              │            ▼              ▼
              │       [Escalated]   [Waiting on Customer]
              │            │
              └────────────┘

Status Definitions

Status	Description
New	Just created, not assigned
Assigned	Assigned to agent, not started
In Progress	Agent actively working
Pending	Waiting for information/action
Waiting on Customer	Awaiting customer response
Escalated	Escalated to higher tier
Resolved	Issue resolved
Closed	Case closed and archived

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Creating Cases

Auto-Creation

Cases can be created automatically:

Auto Case Creation:
  triggers:
    - channel: email
      create_case: always

    - channel: voice
      create_case: on_disposition
      dispositions: [escalated, follow_up_required]

    - channel: chat
      create_case: on_transfer
      transfer_types: [to_agent, to_queue]

  defaults:
    priority: medium
    type: support_request
    assignment: round_robin

Manual Creation

Case Form Fields:
  required:
    - field: subject
      type: text
      max_length: 200

    - field: description
      type: textarea
      max_length: 5000

    - field: priority
      type: dropdown
      options: [low, medium, high, critical]

    - field: type
      type: dropdown
      options: [support_request, bug_report, feature_request, billing]

  optional:
    - field: customer_id
      type: lookup
      source: crm

    - field: product
      type: dropdown
      source: products_list

    - field: attachments
      type: file
      max_size: 10MB
      allowed_types: [pdf, png, jpg, doc, docx]

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Case Configuration

Priority Rules

Priority Rules:
  auto_assignment:
    - condition: customer.tier == "enterprise"
      priority: high

    - condition: type == "bug_report" AND severity == "critical"
      priority: critical

    - condition: sentiment == "very_negative"
      priority: high

    - condition: default
      priority: medium

  escalation:
    - condition: priority == "critical" AND age > 1h
      action: escalate
      notify: [manager, on_call]

    - condition: priority == "high" AND age > 4h
      action: escalate
      notify: [supervisor]

SLA Configuration

SLA Policies:
  enterprise:
    first_response:
      critical: 15m
      high: 1h
      medium: 4h
      low: 8h

    resolution:
      critical: 4h
      high: 8h
      medium: 24h
      low: 72h

    business_hours_only: true

  standard:
    first_response:
      critical: 1h
      high: 4h
      medium: 8h
      low: 24h

    resolution:
      critical: 8h
      high: 24h
      medium: 48h
      low: 1w

    business_hours_only: true

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Case Queue

Case List View

Case #	Subject	Customer	Priority	Status	Age	SLA
#1234	Login issues	Acme Corp	High	In Progress	2h	⚠️ 2h left
#1235	Feature request	Tech Inc	Medium	New	30m	✓ On track
#1236	Billing question	StartupXYZ	Low	Pending	1d	✓ On track

Filters & Views

Saved Views:
  - name: My Open Cases
    filters:
      assignee: current_user
      status: [new, assigned, in_progress, pending]
    sort: priority desc, created_at asc

  - name: Escalated Cases
    filters:
      status: escalated
    sort: created_at asc

  - name: SLA At Risk
    filters:
      sla_status: [warning, breached]
    sort: sla_time_remaining asc

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Working on Cases

Case Detail View

Components:

• Header — Case #, subject, status, priority
• Customer Info — Contact details, account info
• Timeline — All activities and communications
• Details — Custom fields, metadata
• Related — Related cases, orders, assets

Adding Notes

Note Types:
  - type: internal
    visible_to: agents_only
    description: Internal notes, not visible to customer

  - type: customer_reply
    visible_to: all
    description: Response to customer

  - type: system
    visible_to: agents_only
    description: Auto-generated system notes

Attachments

Action	Description
Upload	Add files to case
Link	Link to external resources
Screenshot	Capture and attach screenshot
Email	Attach email thread

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Automation

Triggers

Case Triggers:
  - name: Auto-assign to team
    event: case_created
    conditions:
      - product: enterprise
    actions:
      - type: assign_to_group
        group: enterprise_support

  - name: SLA Warning
    event: sla_warning
    actions:
      - type: notify
        recipients: [assignee, supervisor]
        template: sla_warning_email

  - name: Customer Response
    event: customer_replied
    conditions:
      - status: waiting_on_customer
    actions:
      - type: change_status
        status: in_progress
      - type: notify
        recipients: [assignee]

Macros

Pre-defined action sets:

Macros:
  - name: Escalate to Tier 2
    actions:
      - change_status: escalated
      - change_priority: high
      - assign_to_group: tier_2_support
      - add_tag: escalated
      - add_note: "Escalated to Tier 2 for {{reason}}"

  - name: Request More Info
    actions:
      - change_status: waiting_on_customer
      - send_email:
          template: request_more_info
      - set_follow_up: 3 days

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Reporting

Case Metrics

Metric	Description
Open Cases	Currently open
Created Today	New cases today
Resolved Today	Closed today
Avg Resolution Time	Time to resolve
First Response Time	Time to first reply
SLA Compliance	% within SLA
Backlog	Cases > 7 days old

Reports

Case Reports:
  - name: Daily Summary
    metrics:
      - cases_created
      - cases_resolved
      - avg_resolution_time
      - sla_compliance
    grouping: by_queue
    schedule: daily

  - name: Agent Performance
    metrics:
      - cases_handled
      - avg_handle_time
      - customer_satisfaction
      - sla_compliance
    grouping: by_agent
    schedule: weekly

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Integration

CRM Integration

Sync cases with external CRM:

CRM Sync:
  system: salesforce
  direction: bidirectional

  mapping:
    case_id: Case.CaseNumber
    subject: Case.Subject
    description: Case.Description
    status: Case.Status
    priority: Case.Priority
    customer_id: Case.AccountId

  triggers:
    on_create: sync
    on_update: sync
    on_close: sync

Email Integration

Email-to-Case:
  enabled: true
  inbox: [e-mail]

  parsing:
    subject: case_subject
    body: case_description
    from: customer_email
    attachments: case_attachments

  threading:
    enabled: true
    match_by: [email, subject_pattern]

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Related

• Agent Console — Handle cases
• Queue Management — Case routing
• Quality AI — Case quality monitoring