Create, update, and close cases
Key Takeaway
A case tracks a customer's issue from first contact until it is resolved. Users create cases by hand or channels capture them automatically, and service reps then update, reassign, and close them when the issue is solved.
A case is a record of a customer's question, feedback, or issue. Service reps use cases to interact with customers and track how their issues get resolved. Sales reps can also use cases to track issues during the sales process.
How to resolve a case
A support team resolves a case in five basic steps:
- Identify the customer and their support level.
- Record the case details.
- Resolve the problem, for example by attaching a solution or article.
- Communicate over the customer's preferred channel.
- Close the case when it holds all the details.