Logging a new case
For requests that don't come in through a form or portal: a phone call, someone at the desk, a chat, an email sent
to you personally. Click the teal New case button at the top of the sidebar, or press c anywhere in the app
(outside a text field).
The form goes from top to bottom:
- Pick the requester, or turn on Internal for a request of your own.
- Choose where and how: the unit, the assignee and the channel.
- Fill in what it is about: subject, description, attachments, priority and labels.
- Decide on the confirmation email.
- Save it.
Requester
The search finds both accounts (companies) and contacts. What happens depends on what you pick:
| You pick | What happens |
|---|---|
| A contact with an account | The case is related to that account through the contact; the form shows which. |
| A contact without an account | The form says so ("No account"). The case is still logged; link the contact to a company on their contact page if they belong to one. |
| An account | Pick one of its contacts from the list, or add a new contact to it by email address. A contact without an account who you pick this way is linked to it. Someone already at another account can't be logged under this one. |
| A new address | Type the full email address and pick New contact, then add their name and the language for their emails. If the email domain belongs to an account, they join it, as when they write in themselves. |
[!NOTE] You only find contacts you can already see through their cases. If you type the address of someone you can't see, the case still goes to the same contact.
Internal requests
Turn on Internal when the request is your own, for example something broken in the office. You are the requester, not a contact: the case has no account, no confirmation email is sent, and you follow it in the app.
It's marked Internal on the case. Staff as requesters don't appear among contacts or in accounts.
Where and how
| Field | What it does |
|---|---|
| Unit | Where the case goes. It decides the brand on emails, the rules and the service levels. You can pick any unit you have access to; for an existing contact, the units in their organization. |
| Assignee | Optional. The list has only people who can see the unit and may handle the case. |
| Channel | Phone, email, in person, chat or other. It's shown on the timeline, for example "logged by Sam from a phone call", and as the source in the case's details. |
[!IMPORTANT] If cases for this requester in this unit are restricted to staff in certain countries and yours isn't one of them, the form says so and you can't log it there. Pick another unit or ask a colleague who may handle it.
What
| Field | What to know |
|---|---|
| Subject (required) and description | The description is written in Markdown. |
| Attachments | Up to five files of 10 MB each (images, PDF, text, CSV, zip, Word and Excel). They're on the request, and the requester can download them too. |
| Priority and labels | As on any case. |
[!WARNING] The requester sees the description on their case page and in the confirmation email. Keep internal remarks for an internal note afterwards.
Confirmation
Send the requester a confirmation is on by default: they get the usual branded email with the link to their case. Turn it off when the case is only a note about a call.
Either way, automations, service levels and webhooks run as for any new case. The assignee is notified (if nobody, the team whose queue it is in, or else the unit's agents). You aren't notified about a case you logged yourself.
Saving
| Button | What it does |
|---|---|
| Create case | Opens the new case. |
| Save and new | Clears the form for the next call and keeps the unit and channel. |