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?
What are the different statuses of a case?
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 assign a case to a team in my company?

You can assign a case to a team by using the Group field.

Follow these steps to assign a case to a team:
  1. Click the Menu icon.
  2. Go to Support.
  3. Click Cases.
  4. Select and open the internal ticket that you want to assign to a team.
  5. Click Deep Dive.
  6. Look for the Group field.
  7. Select the team from the Group picklist.
  8. Click Save.
Note: You should have created groups of team members before they become visible in the Group picklist.
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