Case Management

Case Management delivers case handling and CRM capabilities via your website. It integrates with other elements of the platform, allowing your users to track their cases via My Account and User Requests, and your staff to work on cases using the Self Service template.

Cases are active workflow processes. When a user raises a case they are able to track its progress, respond to questions from the case manager, be notified of appointments, and add notes that will be logged in the case history.

Case managers can review all of the details submitted by the user, see and manage SLAs, assign tasks to other teams, log appointments, review and add notes to the case history (which can be flagged as public or private), manage files attached to the case, contact the user, and assign the case to another staff member or team.

The Case Management framework has been designed to support a range of plugins, which allow the forms used during a case to be tailored for specific purposes. You can write your own forms to raise cases, expand the Case Management interface with custom "additional details" sections, and write custom forms and workflows for case tasks.