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Support cases

A case is a question or a problem from a customer. It has a status, a priority, an owner and an optional due date, and everything that happens on it (your replies, their answers, internal notes and every change) stays on its timeline. Switch it on in CRM → Modules → Support cases.

Statuses​

StatusMeaning
NewJust arrived; nobody has answered yet.
OpenSomeone is working on it.
Waiting on customerYou asked the customer something and are waiting for their answer.
SolvedDone. The case page shows how long it took.

Change the status on the case page's status bar, or drag the card on the board.

The board and the list​

CRM → Cases opens a board with a column per status. Drag a card to change its status; the counts update at once. The Solved column shows the last 14 days. Switch to List for a table you can sort through by status.

Both views filter by owner (everyone's, mine, unassigned or a teammate), priority, age (older than 1, 3, 7, 14 or 30 days) and a search by words or by case number (#12). Urgent and high-priority cards are outlined so they stand out.

Open a case​

  • New case on the Cases screen, or Cases → New case on a contact's or company's page.
  • From a contact form: in the form's Add to the CRM action, set Also create to A support case. The case takes its title from a field such as Subject or Topic (otherwise the first dropdown, otherwise the start of the message), and the whole submission is its first entry. See Forms and signups.
  • From email (needs the Email conversations module and its forwarding address or mailbox): on the List view, a CRM manager can turn on Open a case for each new email a customer sends to the CRM's address.

A new case goes to the contact's owner. If the contact has none, it goes to the person chosen in New cases go to, or stays unassigned. Someone who only sees their own records sees their cases and the unassigned ones, and can press Take it to make one theirs.

Answer by email​

With the Email conversations module on and a contact with an email address, the case page has an Answer box. The email goes out with the subject [Case #12] the case title, so the customer's answer finds its way back: it lands on the case's timeline and a case that was waiting or solved opens again. Leave Then wait for the customer ticked to move the case to Waiting on customer when you send.

Emails your team sends from a contact's page, and their replies, stay conversations: they never open a case.

Internal notes under the answer box are for your team only; they are never emailed.

On the contact's page​

A Cases panel lists the contact's (or company's) cases with their status. Their timeline notes when a case was opened and when it was solved, and the case page lists their other cases beside it.

For developers​

Cases are stored in their own table; the conversation is the case's timeline. Hooks: unysonplus_crm_case_created, unysonplus_crm_case_updated, unysonplus_crm_case_status_changed, unysonplus_crm_case_deleted, and the filter unysonplus_crm_case_statuses to rename or add statuses. See PHP API and hooks.