The Service & Support Cases feature enables users to efficiently manage support requests within your CRM system. By using customisable Service Level Agreements (SLAs), you can prioritise requests and monitor response times, ensuring that nothing is forgotten. This tool allows you to automate the handling of incoming emails (Cases) and manage the support queue effectively. The powerful reporting system provides insights into closed cases, response times, and frequently asked questions.
On this page you have the following options:
Overview Cases
Service & Support Cases can be manually or automatically created and monitored against SLAs. The system uses a traffic light metaphor to classify cases as Red, Amber, or Green, allowing you to quickly see which cases require attention. Cases are prioritised based on the company account’s SLA and the urgency of the issue. You can monitor overdue cases and reassign them to other operators if necessary. Other CRM users can access case information through the Company Accounts page, ensuring they stay up-to-date with case activity.
To view the list of cases, click on Cases in the main menu. You can filter cases to see My Cases, My Group’s Cases, or All Cases, depending on your user profile.
Add Case
To create a new support case, go to the customer’s Account page and click the + Add button in the Cases table.
On the New Case page, you can:
- Select the Case Subject to define the issue (e.g., "Can’t Sign In").
- Choose the Case Level from the available options (e.g., High, Medium, Low).
- Assign a Case Owner from the dropdown list of available CRM users.
- Fill in the Customer Description and Internal Description fields to provide detailed information.
- Click Save to create the case.
Case Fields
- Case Subject: Title of the case, such as "Can’t Sign In".
- Case Level: Defines the urgency, based on the account’s SLA.
- Time Opened: Automatically set to the case creation time.
- Time Closed: Entered when the case is closed.
- Type: Categorise the case, with options customisable via dropdown lists.
- Case Status: Indicates the current state of the case (e.g., Open, Closed), customisable via dropdown lists.
- Case Owner: The CRM user assigned to manage the case.
- Customer Description: The customer's description of the issue.
- Internal Description: The internal description of the issue.
- Close Details: Comments made when closing the case.
Creating a Case from Various Sources
Cases can be created from incoming emails, web forms, or through the CRM API:
- Emails: Cases can be automatically created from incoming emails using Web Transactions.
- Web Forms: Cases can also be created using Web Forms and editing Web Transactions.
- API: The CRM API provides full access to Service & Support functions, including case creation.
Add custom case fields
You can customize cases by using Custom Fields and Dropdown Lists. This allows you to collect data specific to your business needs.
Additionally, users can filter cases based on various criteria (e.g., My Cases, All Cases, or My Group's Cases) for more efficient management.
For cases with extensive data, use the + Expand option to view more information in the tables.
Manage Case
Once a case is created, you can manage it by clicking on the case title. This will open the detailed case page where you can:
- View case details including status, time opened, and time closed.
- Reassign the case to another user if necessary.
- Click the Close Case button to close it once the issue is resolved.
- If needed, reopen the case by clicking the Reopen Case button.
Closing a Case
To close a case, click the Close Case button at the top-right of the page. This updates the case status to Closed, records the time closed, and generates a "Case Closed" activity.
Reopening a Case
If you need to reopen a closed case, click the Reopen Case button at the top-right of the page. This updates the case status to Open, clears the time closed field, and generates a "Case Reopened" activity.
Sending a Case Email
To send an email related to a case, click on a contact’s email address within the case. This will open your default email client with the subject “Support Case [xxxxx]” where xxxxx is the Case ID. When the contact replies, the reply will automatically link back to the case based on the Case ID.
Custom Settings
As with other CRM features, you can customise cases using the Custom Fields and Dropdown Lists. Pages and data tables can also be modified to suit your business needs. You can select or deselect the columns displayed in the tables by clicking Columns and reorder them by dragging and dropping column titles. If the table is too large for your screen, click the "+" box to expand and view all data.
Reporting
The Listing Report Writer provides fully customisable reporting for all data in the Service & Support tool, including closed cases, response times, and team performance.
The Listing Report Writer allows you to generate highly customizable reports based on case data. You can track case closures, response times, and team performance.
These reports provide valuable insights that help identify trends and areas for improvement.
Data Security
If you're on the Enterprise subscription plan, you can assign user profiles to your team members to control access to cases (Read, Write, or No Access).