Working a case

Every case opens on its own page, so you can bookmark it, share its link and come back to it over days or weeks. Open one by clicking a row on the Cases page, or from the Cases section in the inbox or on a contact's record. Use Copy link at the top to share it with a teammate.

The case page at a glance

• Header — the case number, the title (click to edit), when it was opened and by whom: your team, the inbox or your AI agent.
• Main column — the Description, the Requestor, and an Activity panel with Worknotes, Conversations, Files and History tabs.
• Sidebar — Case type, State, Priority, Assignee, Tags, Custom fields, and the record details: case number, when it was opened, last updated and resolved.

Edit the title and description

Click the title to change it in place; press Enter to save or Esc to cancel. For the description, click Edit, update it with formatting if you like, then click Save. A good description says what the customer reported and what done looks like, so whoever picks the case up starts with context.

Change the requestor

The requestor is the customer the case is for. Click Change requestor to pick a different contact.

If the requestor's contact is deleted, the case keeps their name and shows it as, for example, "Ana Ferreira (contact deleted)". You can then pick another contact to keep the case linked to a customer.

Move the case through its states

Pick a state from the State menu. A case's state changes only when your team changes it — closing or reopening a conversation never touches it.

When a case first moves into a resolved or closed state, the record shows its Resolved date. If you move it back to an open or waiting state, that date is cleared. See States and types for what each group means.

Set the priority

Choose Low, Normal, High or Urgent from the Priority menu. New cases start at Normal unless someone sets otherwise.

Assign an owner

Pick a teammate from the Assignee menu, or choose Unassign. The person you assign is emailed, unless they've turned that off in their notification settings. Cases assigned to you appear in the Assigned to me view.

Add tags

Under Tags, search for a tag to apply it, or type a new name to create one. Tags are shared with leads and managed in Settings → Tags — see Custom fields and tags.

Set or change the case type

Choose a type from Case type, or No type to keep only the base fields. Changing the type swaps the type fields shown below. Anything filled in on the old type's fields is kept, and comes back if you switch back.

Fill in custom fields

Custom fields shows the fields every case carries (your base fields). If the case has a type, a second panel below shows that type's own fields. Fill them in and click Save fields.

Write worknotes

The Worknotes tab is your team's running commentary on the case. Customers never see a worknote.

• Write a note and click Post note.
• Type @ to mention a teammate. Their name is highlighted in the note and they're emailed.
• The case's assignee is emailed when someone else adds a worknote, unless they were already mentioned in it — one email, not two.
• If you edit a note, only teammates newly mentioned in the edit are emailed.
• Use the note's menu to Edit note or Delete note.

Keep files on the case

The Files tab holds screenshots, invoices, logs and anything else on file for the case. Drop files in or click Choose files.

• Accepted types: PDF, Word, Excel, text, CSV and images.
• Up to 10 MB per file, up to 10 files per upload, and up to 50 files per case.
• Anyone on your team can download, Rename or Remove file.

Linked conversations

The Conversations tab lists the chats linked to the case, with each one's status and when it was last active. Click a conversation to open it in the inbox, or Unlink to remove it from the case. Unlinking never closes or deletes the conversation.

To link another conversation, open it in the inbox and choose Link to a case in its Cases section.

History

The History tab records every change, who made it and when: when the case was opened, edits to the title or description, state, priority and type changes, assignment, tags, custom fields, worknotes, files, linked and unlinked conversations, and requestor changes. Changes made by your agent are shown as Your AI agent.

History keeps names as they were at the time, so renaming or deleting a state or type later doesn't rewrite the past.

Delete a case

Owners and admins can click More actions, then Delete case, and confirm. Its worknotes, files and history are removed for good. Linked conversations stay in your inbox, and the case number is never reused. Members don't see the delete option.

Work many cases at once

On the Cases page, select rows to open the bulk bar. From there you can change the State, Type (or Remove type), Priority and Assignee, Add tag or Remove tag, Export the selection, and — for owners and admins — Delete. Each case gets its own history entry. You can act on up to 200 cases at a time.

Next steps