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:
- Log in to your CRM account.
- Click the Main Menu.
- Go to Support.
- Click Cases.
- Click +Add Case.
- Click one of these tabs:
- Send Email - Create a case in the CRM and send an email to the customer.
- Enter the customer’s contact email address in To address.
- Enter the case title as the email subject.
- Set the case Status.
- Provide a description of the case under Description.
- Set the Priority of the case - Urgent, High, Medium, or Low.
- Click Add Case and Send Email.
- Add Case - Create a case in the CRM and do not send an email to the customer.
- Enter the case title.
- Set the case Status.
- Set the Priority of the issue - Urgent, High, Medium, or Low.
- Specify the contact to whom the case is related under Contact Name.
- Assign the case to the concerned department under Group and/or to a specific person in the group using Assigned To.
- Click Save.