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Create a case

You can create a both as an agent and as an administrator. This article outlines the procedure to create a case as an administrator. To view the agent workspace view of a case, see .

To create a case, follow these steps:

  1. Click Menu > Workspace > Cases. 
  2. Click Create Case.
  3. Enter the following details:
    • Customer: The name of the customer.
    • Caseplan: Specify the that you want to associate with the case. 
    • Case Priority: The default priority is Medium. You can update this as needed.
    • Case Owner: By default, the owner set on the caseplan. Otherwise, the user who creates the case. You can update to any other user who has access to the division of the case.
    • Due Date: Enter a due date for the case. The due date helps track SLA compliance.
    • Intake Form: Enter the intake form details. 
  4. Click Create Case.

For more information about viewing the list of cases, see .