Cases
Track, route, and resolve customer-support cases with a gated lifecycle, SLA clocks, and knowledge-base deflection.
Cases capture customer-support requests and move them through a controlled lifecycle from intake to resolution. Each case can link back to the contact, account, or deal it concerns, so support work stays connected to the rest of your CRM.
Where cases live
You can work with cases from four surfaces:
| Route | Purpose |
|---|---|
/cases | The full case list |
/cases/board | A kanban board grouped by status |
/cases/[id] | The detail view for a single case |
/inbox/cases | Your assigned cases plus the unassigned queue |
Anatomy of a case
Every case carries a subject and description, plus structured fields that drive routing and reporting:
- Priority —
urgent,high,normal, orlow. - Category and subcategory — used to classify the case and drive auto-routing.
- Source — where the case came from:
email,web,phone,chat,slack,api, orportal. - Links — an optional connection to a contact, an account, or a deal.
Lifecycle
Cases move through a gated lifecycle. Only the allowed transitions below are permitted:
new → open → in_progress → pending_customer → resolved → closed
You can re-open a case from resolved or closed. Moving a case to resolved or closed is note-gated: you must add a note to record the resolution before the transition is accepted.
Why transitions are gated
Enforcing the allowed path keeps your status data trustworthy — a case can't silently skip states, and every resolution leaves a written trail.
Auto-routing on creation
When a case is created, its category routes it to a team queue or owner using your tenant-defined routing rules. A built-in fallback map handles categories you haven't configured yet — for example, Billing routes to Finance and Technical routes to Engineering.
SLA and breach handling
A first-response clock starts the moment a case is created. An admin-run breach sweep evaluates open cases and, for any that have breached:
- marks the case as breached,
- notifies the case owner and their manager, and
- auto-elevates the priority one rung.
Breach sweep is admin-run
The breach sweep is triggered by an administrator, not on a per-case timer you control. Make sure your routing assigns an owner so escalation notifications reach someone.
Knowledge-base deflection
As you work a case, relevant knowledge-base articles are suggested and scored against the case content. When you open a suggested article, the system records a deflection. Those deflections roll up into analytics so you can see how often self-serve content resolves an issue before an agent has to.
Service-desk scorecard
A service-desk scorecard summarizes how your support operation is performing across volume, resolution, SLA, and deflection — giving you one place to track throughput and customer outcomes over time.