FAQs in this section
What is a case?
How do I create 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?
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?

What are the different statuses of a case?

The Status field in Cases defines the state of the case. For example, a case may be open or resolved.

These are the various statuses of a case:
  • New: When the case is created
  • Assigned: When the case is assigned to a person
  • Open: When the case is accepted but not assigned
  • Wait for 3rd party: When an input is required from a 3rd party to resolve the case
  • Wait for customer: When an input is required from the customer to resolve the case
  • Resolved: When the case is resolved
  • Closed: When the case is in the Resolved state for a specified time, it goes to the Closed state
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