You can create a case when a user complains about an issue or raises a question on your posts.
Follow these steps to add a case:
- Click Actions.
- Click Add Case. You will be directed to the Add Case window.
- In the Add Case Window:
- The user’s comment or reply (case) is by default taken as Summary and Case Title for the case record.
- Enter the other new Case’s details for the Case record such as:
- Case Title
- Status
- Priority
- Contact Name
- Assigned To
- Group
- Channel
- Email
- SLA Name
- Summary
Note: The ‘Add Case’ window fields are customizable and hence may vary.
- Click Save.
- Clicking Send Email you can email the case details.
With this, you have successfully added a case and created its case record which will be saved in the cases module.