View case details

For each of the case records, you can view the state of the case, notes, interactions, customer details, and other cases that are associated with the customer.

  1. Click Cases to display a list of all cases.
  2. Locate and click the case title.

If you know the case details, you can use the search and filter capabilities to locate the required case.

The following case details are displayed:
  • Case details—Displays case details such as customer details, subject, details of the agent who handled the last interaction in the case, or the queue details, date modified, and the state.
  • Notes—Lists the notes entered for the selected case. You can search for notes by entering the string in the search field in the Notes tab.
  • Interactions—Lists all interactions related to the selected case. You can filter and search for interactions in this tab.
  • Participants—Lists the contact details of all participants.
  • Other cases for this customer—Lists the other cases associated with this customer(s). You can filter and search for cases in this tab.
  • State—Indicates the current state of the case. Possible values include
    • Pending—Cases are indicated by icon. Cases are automatically assigned this state when inbound interactions are received by the system. This state is assigned even if the linked case was previously closed. The only exception is when a new interaction is already linked to an existing case whose state is marked as ‘Follow up required’. You can see cases in the pending state only for the queues to which you are assigned.
    • In Progress—Cases are automatically assigned this state when you accept interaction associated with that case. The only exception is when a new interaction is already linked to an existing case whose state is marked as ‘Follow up required’.
    • Follow up required—Cases are indicated by a red badge. When an agent handles an interaction, and wants to mark the interaction for further follow up, the case can be flagged as ‘Follow up required’.
    • Follow up required now—Cases are indicated by a red badge. When an agent marks an interaction for a follow up at a specific date and time, just before the specified date and time, the interaction is which is flagged as ‘Follow up required’ changes to ‘Follow up required now’, a notification icon on the top panel prompts the agent to take action on the interaction.
    • Waiting for customer—Cases are indicated by an orange badge. When an agent completes an interaction, or marks the interaction as ‘No Reply’, the case’s state is set to ‘Waiting for customer’ unless it was previously set to ‘Follow up required’ or ‘Resolved’, in which case it remains unchanged. When an agent sends an unsolicited outbound email or SMS to a customer, a new case is automatically created and assigned with this state.
    • Resolved—Cases are indicated by a blue check mark icon. You can set the case to ‘Resolved’ when you no longer need to interact with or track it. Cases in ‘Waiting for customer’ state are automatically moved to ‘Resolved’ state after the configured number of days (by default, it is 14 days) when no interactions are added or actions are taken.
    • Closed—Indicated by icon. Cases in ‘Resolved’ state are automatically moved to ‘Closed’ state after the configured number of days (by default, it is 7 days) when no interactions are added, or actions are taken.
Parent topic: Working with cases in Ignite(WEB)
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