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How do I create a case?

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A customer might raise an issue via call, email, chat, etc. In such cases, you must create a case in the CRM manually and use the Channel field to specify where the customer raised the issue. 

Follow these steps to create a case:
  1. Click the Menu icon.
  2. Go to Support.
  3. Click Cases.
  4. Click +Add Case.
  5. Click one of these tabs: 
    • Send Email: Create a case in the CRM and send an email to the customer
    • Add Case: Create a case in the CRM and do not send an email to the customer
Send Email
  1. Enter the customer’s contact email address in To address.
  2. Enter the case title as the email subject.
  3. Set the case Status.
  4. Provide a description of the case under Description.
  5. Set the Priority of the case - Urgent, High, Medium, or Low.
  6. Click Add Case and Send Email.
Add Internal Ticket
  1. Enter the case title.
  2. Set the case Status.
  3. Set the Priority of the issue - Urgent, High, Medium, or Low.
  4. Specify the contact to whom the case is related under Contact Name.
  5. Assign the case to the concerned department under Group and/or to a specific person in the group using Assigned To.
  6. Click Save.
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