FAQs in this section
What is a case?
Can I link a customer record to their case record?
What is the Is Billable field in Cases?
Can I link a service to a case?
Can I create a case using Quick Create?
What are the different statuses of a case?
How do I assign a case to a team in my company?
Where can I find the responses to the Customer Satisfaction Survey?
What is the Customer Satisfaction Survey?
How does the Customer Satisfaction Survey work?
How can I find the Customer Satisfaction Survey workflow?
What is the difference between cases and internal tickets?
Can I mass edit case details at once?
Can I filter cases depending on the Customer Satisfaction Survey feedback?
How do I set up a mailroom rule to create cases?
How do I reply to a case?
Why are there no closed states in Cases?

How do I create a case?

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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