Working with cases in Ignite(WEB)
The Cases page contains searchable details for all cases that the employee can access. Agents and supervisors can quickly review all the key information related to case records without the need to select individual interactions.
The following sections explain how to
- View case details
- Search and filter cases
- Add notes for a case
- Edit the subject of a case
- Flag a case for follow-up
- Flag a case as resolved
- Merge interactions from two different cases
Note:
You cannot edit a case that is being edited by another agent or supervisor. A lock icon displays next to the action icons to indicate that a case is being edited by another agent or supervisor. Only one person can perform the following actions at a time in Ignite—edit the subject of the case, change the state of the case, add or edit notes, cut from case, or merge cases.
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