A case can be raised by a client through your website, phone, email or identified by staff internally.
From the website it will be identified as a case (if the appropriate form is used), otherwise it can be converted to a case from an enquiry record.
For phone, email or internal cases the staff member can create a 'New Case' by using the button on any of the Hub pages or within specific records such as Job, Invoice or Customer A/C/Contact.
Viewing Existing Cases
To view all cases go to the 'Support Hub'.
Case Record
Within the Case Record you can find the status, priority and reason of the Case. As the case progresses it is important to update the stage of the Guided Process.
Case Comments
Purpose: To provide updates to customer and get feedback from them.
Notes
These can be found under Comments/Notes TAB.
Purpose: For capturing the detail of conversations with customers. This can then be reviewed or used as a point of reference for staff as the case progresses.
Link Case to Customer
If the individual who has raised the case is not an existing customer, we recommend you link the case to a new customer record for future reference. If they are an existing customer then you can link their case to their current record.
Convert Case to Enquiry
NOTE: If the case is better suited to being an enquiry then you can select 'Convert Case to Enquiry' and follow the prompts provided.
