FAQs in this section
What is a case? How do I create a case? How do I link a customer record to their case record? What is the Is Billable field in Cases? How do I link a service to a case? How do 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? How do I find the responses to the Customer Satisfaction Survey? What is the Customer Satisfaction Survey? How does the Customer Satisfaction Survey work? How do I find the Customer Satisfaction Survey workflow? How do I mass-edit case details at once? How do 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 reply to a case? How do I convert a case to an FAQ? How do I add Internal Comments on a Case? How do I link a Service to a Case? How do I assign an SLA to a case? What is the SLA Information block in Cases?
What is the difference between cases and internal tickets?
Table of Contents
The major difference is that cases are related to your customers and internal tickets are related to your employees. Customer issues are logged as cases and employee complaints are logged as internal tickets.
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