Create and manage support cases

A support case tracks a customer issue from the first report to resolution. Every case belongs to an account and can optionally be linked to a contact.

Create a case

1. Open Support Cases in the sidebar and click Create Case.
2. Enter the Case Title and choose the Account. Both are required.
3. Optionally add a Description, the Contact who reported the issue, and the name of the person it is Assigned To.
4. Set the Priority (starts at Medium) and Status (starts at New).
5. Click Create Case. You are taken to the new case's page.

Find a case

Use the search box on the Support Cases page. Search matches the case title or description. The list shows Title, Account, Contact, Priority, Status, Created, and Assigned To, newest first.

The case page

• Header — title, priority, status, and account, with Edit and Delete buttons.
• Case Details — description, who it is assigned to (or Unassigned), and when it was created and last updated.
• Account Information — the account's industry, phone, website, and employees, with a View Account button.
• Contact Information — shown when a contact is linked, with email and phone links and a View Contact button.
• Activity Timeline — when the case was created, resolved or closed, and last updated.

Update a case

1. Open the case and click Edit.
2. Change the status, priority, assignee, or any other field.
3. Click Save Changes.

Delete a case

Open the case, click Delete, then Delete Case. This cannot be undone. In most situations it is better to set the status to Closed so the history is kept.