Status, priority and who has it
Status
New → Open → Pending → Resolved → Closed
Open → On hold: waiting for a supplier or another team
Pending → Open: the requester replies
Resolved → Open: Reopen, or the requester replies
Closed → New: a reply after closing starts a follow-up case
| Status | Meaning |
|---|---|
| New | Nobody has handled it yet. Every case starts here. |
| Open | Being worked on, or the requester has written and is waiting for you. |
| Pending | You have answered and are waiting for the requester. Sending a reply sets this. |
| On hold | Waiting for something else, for example a supplier or another team. |
| Resolved | Done. The requester may still reply, which opens it again. |
| Closed | Finished for good. |
Change it in Status in the side panel, with Resolve at the top of the page, or with Send and resolve in the reply box. Reopen at the top sets a resolved or closed case back to Open.
Some changes happen on their own:
- When the requester replies, the case becomes Open.
- When the requester clicks "This is solved" on their case page, it becomes Resolved.
- A resolved case closes automatically after a number of days, 7 unless your admin has set another number for the organization.
- When the requester replies to a closed case, a new case is created ("Re: " and the old subject) in the same unit, with their message. The new case says Follow-up of the old one, and the old one says Continued in the new one, each with a link.
[!NOTE] While a case is Pending or On hold, the resolution clock of its service level is paused.
Priority
Low, Normal, High or Urgent. High and urgent cases have an icon in the inbox. Service levels can set different targets per priority, so changing it can change the due times.
Assignee
Assignee opens a search of the people who may handle the case: Administrators, and those who see the case's unit (directly or through a team) and may work on cases there. Type part of a name or email to find someone, then pick them. Pick Unassigned to take it off someone. The assignee is notified about the requester's replies; on an unassigned case, the agents of the unit are.
Team
Team puts the case in a team's queue, with or without an assignee: it offers the teams that work in the case's unit or above. Members find it under My teams. Pick No team to take it out of the queue. See Teams.
Restricted access
Some cases may only be handled by staff working in certain countries, set on the unit or the account. The side panel then shows Access, for example "Staff in Norway, Sweden". Only those staff see the case or can be assigned it. If the rules change and the assignee is no longer allowed, they are unassigned and the timeline says so. Who may work on an account's cases is set on the account; see account access.
Labels
Type a label under Labels and press Enter to add it; the × on a label removes it. New labels are created as you type them and show up in the inbox's Label filter. A case can have up to 20 labels of up to 50 characters.
Moving to another unit
Pick another unit under Unit and confirm. The list has the units in the same organization that you have access to. The unit decides the brand on emails, the rules, the service level and who may see the case: agents without access to the new unit no longer see it.
Service level
When a service level applies, the Service level panel shows its name and two targets:
- First response: met when your team sends the first reply.
- Resolution: met when the case is resolved. It shows Paused while waiting for the customer while the case is pending or on hold.
Each shows Due in …, Overdue by …, Met or Missed by …. Hover for the exact time. Targets count business hours where the service level has them.