Case Management

Your central place to track customer issues, support tickets, and tasks. Create, assign, update, link related orders or cases, and escalate when needed with powerful filtering and organization tools.

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Core Features

Complete case and issue tracking system

Rich Case Creation

Create and edit cases with detailed notes and file attachments.

Assignment & Teams

Assign cases to agents and teams with status and priority controls.

Order & Case Linking

Link related orders and other cases for quick context and reference.

Bookmark Important Cases

Pin important cases for fast access and visibility.

Escalation Management

Escalate and de-escalate cases with visibility to stakeholders.

Customizable Columns

Show only the fields you care about with saved preferences.

Intelligent routing & Groups

Route cases to Groups (teams) and let the system automatically assign work using round-robin, least-loaded, or manual modes. Group schedules respect timezones so assignments follow local working hours.

Public & Private Case Notes Visibility

Decide which case notes are visible to customers and which are internal-only. Share important updates with customers through public notes—no login required for them to view. Keep internal conversations, instructions, and sensitive info secure via private notes for your team.

Key Workflows

Creating a Case

  1. Click "Add Case" button to open the form
  2. Fill required fields (customer, title, description)
  3. Attach files if needed and save
  4. Case appears in the list and is ready for assignment

Assigning Cases

  1. Use the Assign action to select an agent or team
  2. Set due dates and priority level
  3. Changes are logged and assignee is notified

Linking Orders/Cases

  1. Open the case and use "Link Orders" or "Link Cases"
  2. Search for related records by order number or case ID
  3. Linked records appear for quick context access

Escalating Cases

  1. Use the Escalate action to raise priority
  2. Add escalation notes for stakeholders
  3. De-escalate when resolved and close the case

Routing to Groups (Teams)

  1. Choose Assign > Group to route a case to a team's queue instead of a single agent.
  2. The group's assignment rules (round-robin, least-loaded, manual) determine how and when an agent receives the case.
  3. If the group uses schedules, the routing engine evaluates schedules in the group's timezone so assignments only happen during defined working hours.
  4. Use the Cases list Group filter to view all cases currently routed to a specific team.

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