Moving conversations to other cases

Moving interactions from one case to another might be needed to fix incorrect case linking. You can move one or more interactions from a case to an existing or new case of the same customer.

The following are the important points you must be familiar with before moving interactions from the source case to other cases:
  • If the source case is the only case the customer is associated with, you can select one or many interactions to cut from that case, but not “all” of them. The selected interactions will be moved to a new case.
  • When the customer has more than one case, you can select one, many, or all interactions from the source case and move them to an existing target case of the same customer.
  • The state of the new case will be same as the source case.
  • The subject for a case is based on the last interaction associated with the case. Therefore, after interactions are moved from one case to another, the subject of the latter case might change.
Ignite(Web) will automatically re-close a case in the following scenario:
  1. Case A was auto-closed after being resolved for a long time.
  2. Ignite automatically reopened Case A when a new email with the same case in the subject line was received.
  3. Additional interactions may get associated with Case A (That is, An agent may respond to that email).
  4. An agent or supervisor may decide to move all the interactions that were associated with the case (case A) since it was closed to a new case (case B) or another existing case (case C).
  5. Case A is auto-closed again.
To move interactions from one case to another case:
  1. Click Cases.
  2. From the list of cases, select the case that contains the interaction(s) you want to move.
  3. In the Interactions tab, select the interaction from the list. Optionally, you can select multiple interactions from this list.
  4. Click Cut from Case icon next to the interaction or hover over the interaction avatar and click the Cut from Case icon.

    If you want to move multiple interactions, click the avatar and select many or all interactions, and click Cut from Case icon at the top.

  5. Paste the selected interactions to a new case or to an existing case:
    • To paste to a new case, click the Paste to new case button. A new case is created containing the interaction you moved there.
    • To paste to an existing case (if there is one for this customer), click the Paste to other case button, and search and select the target case in the dialog box that displays.
    Note:
    • If you selected all interactions from a case to be moved, all the notes from the case are moved to the target case and the source case is deleted.
    • If the selected interactions are not the only interactions for the source case, Ignite will display a list of notes that were created after the first interaction you want to cut, and you can decide which notes (if any) you want to cut and paste it into the target case.
  6. Click OK.
Parent topic: Interactions associated with cases
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