Cases
Case settings
Set how cases are numbered, the states they move through, the types of case your team handles, and the fields each one carries.
Settings → Cases shapes how your team tracks customer work that outlives a single chat. It has four sections: Case numbers, States, Case types and Base fields.
Before you start
Only owners and admins can change case settings. Members can open the page to see how cases are set up, with a notice that the settings are read-only.
Case numbers
Every case gets a number your team and customers can quote, such as CASE-1042. The prefix in front of it is yours to choose.
Open case settings
Go to Settings → Cases and find Case numbers.
Enter a prefix
Type a new Prefix, such as SUP or HELP. Use up to 10 letters or numbers — no spaces or symbols. It's saved in capitals, and the Preview shows how case numbers will look.
Save and confirm
Click Save prefix, then Change prefix to confirm.
Every case is relabelled straight away, old and new — CASE-1042 becomes SUP-1042. The numbers themselves don't change, so links your team has shared keep working, and your agent quotes the new prefix from then on.
The default prefix is CASE.
States
The States table lists the steps a case moves through, in the order your team sees them. Each row shows the state's name, what it Means (Open, Waiting, Resolved or Closed), how many Cases are in it, and its Order.
From here you can:
- Add state to create a new one.
- Edit a state's name, group or colour.
- Move up or Move down to reorder.
- Make default to choose where new cases start. The default must be an open state.
- Delete a state, choosing where its cases move first.
Up to 20 states per workspace. See States and types for the rules and what each group means.
Case types
The Case types section groups cases by the kind of work they are. Each type carries every base field plus fields of its own, and a Create case action can open cases of one type.
- Click Add case type to create one, then add Fields of this type on its card.
- Each card shows the type's description, how many cases have it, and its own fields.
- Use the card's menu to Edit type, reorder it, or Delete type.
Up to 20 types per workspace. See States and types.
Base fields
Base fields are the details your team needs on every case, whatever its type — an order number, a product, a refund amount. Each one appears on the case page under Custom fields, ready to fill in.
Add a field
Under Base fields, click Add field.
Name it and choose a type
Enter a Field name the way your team would say it out loud, and pick a Type: Text, Formatted text, Number, Date, Choice, Multiple choice, Yes / no or Link. For a choice field, add up to 25 choices.
Save
Click Save field. It's added to every case.
Use a field's menu to Move up, Move down, Edit or Delete it.
- Renaming a field keeps everything already filled in. Changing its type clears values that no longer fit.
- Deleting a field stops it appearing on cases. Anything already filled in is kept, and comes back if you add a field with the same name again.
- Up to 20 base fields, with names of up to 40 characters.
If a Create case action collects a detail with the same name as a field, the agent saves it straight into that field. Name fields the way you'd ask a customer for them — Order number, not "ord_no".
Case fields are separate from lead fields, which live in Settings → Leads — see Custom fields and tags.
Related settings
- Settings → Tags — the tags you apply to cases and leads. See Custom fields and tags.
- Settings → Billing and Usage — your plan's allowance of new cases per billing period. See Usage.
- Settings → Profile — choose which case emails you get. See Notifications.
FAQ
Can I change the prefix after cases already exist?
Yes. Every case is relabelled with the new prefix at once. Numbers and links stay the same.
What happens to cases when I delete a state?
You pick a replacement state, and every case in the deleted state moves there. Each move is recorded in the case's history.
Why can't I delete a state?
It's either the default state or the only state in the Open or Closed group. Make another open state the default, or add another state in that group, then try again.