Overview
Track customer problems, questions, feature requests, and service work that need resolution.
Main purposeTrack customer problems, questions, feature requests, and service work that need resolution.
Important areasCase number, title, status, priority, origin, category, reason, due date, resolution, internal notes, print preview.
Business valueCases provide structured service follow-up and preserve the history of customer issues.
Where To Find It
Common Path: Service > Cases
Exact access can depend on your QCRM role. If the menu item is not visible, ask an administrator to review your permissions.
How It Works
- A case records a customer issue or request that needs tracking.
- Status, priority, origin, category, and due date help the service team prioritize work.
- Resolution and print preview support closure and customer-facing documentation.
Main Areas
| Area | What It Is Used For |
|---|---|
| Case list | Review open, escalated, held, and closed cases. |
| Case details | Shows customer, problem, priority, status, due date, and resolution. |
| Case discussion | Stores comments on the case. |
| Case print preview | Customer-facing case document. |
Important Fields And Controls
| Field Or Control | What It Means | When To Use It |
|---|---|---|
| Case number | Optional or automatic reference. | Use for tracking and customer communication. |
| Title | Short issue name. | Required and should be specific. |
| Status | New, on hold, escalated, closed, or other. | Update as work progresses. |
| Priority | Low, medium, high, or critical. | Use to show service urgency. |
| Origin | Email, phone, web, chat, or other. | Use to understand where the case came from. |
| Resolution | Final answer or fix. | Fill before closing when applicable. |
Recommended Workflow
- Create the case with a clear title, customer link, priority, origin, and due date.
- Describe the problem in the problem description field.
- Assign an owner when the case belongs to a specific user.
- Update status as the case is held, escalated, or resolved.
- Enter resolution details before closing the case.
Best Practice
- Use internal notes for team-only context and resolution for the customer-facing outcome.
- Escalate only when another user or higher priority handling is needed.
- Keep categories and reasons consistent for service reporting.
Troubleshooting
- If a case is missing from a customer history, check whether the account or contact link was selected.
- If print preview is missing details, save the latest case changes first.
- If categories are not available, review category setup.
FAQ
What is the difference between a case and a ticket?
Cases are structured service records. Tickets are help desk requests with SLA-style response and resolution tracking.
Should closed cases be deleted?
Usually no. Closed cases are valuable customer history.