View Case

Top Section

Go To Customer Details

This will take you back to the customer account details.

Go To Customer Orders

This will take you to the customer orders listing.

Follow (or Unfollow) Case

Ability to Follow, or Unfollow the Case.

Show (or Hide) System Events

Ability to Show, or Hide the System Events (such as when the customer is emailed details, operators assign to other operators etc.)

Header Section

Case ID

The Case/NCR ID will be displayed here, and can be used to quote to customers or other members of the team to quickly re-access this case.

Case Title

A brief title for the Case/NCR, this will also be used for reports and emails.

Assigned To

Select who the case is currently assigned to.

Case Priority

Set the priority of the case.

Customer Email

The Customers' email address will be displayed here.

Case Status

The status of the case can be assigned here.

Available Buttons

Update Case
Select this button to update the case from here.
Mark/Un-mark Case as Spam
Select this option to Mark/Un-mark the case as spam. Marking the case as spam also closes the case.

Case Events List

Here you can see details of the case events and depending on your access levels, have the ability to Edit/Delete the event.

Create Event Section (includes Edit Event)

Contact

From here you can select a contact from the customers' account.

Email Contact Update

This is displayed if the case isn't private or spam. If it is private/spam, the customer is not emailed updates.

Private Note

This is displayed if the case isn't private or spam. If it is private/spam, the default is Private anyway.

Event Type

From here you can select the event type for reporting.

Pre-filled Response

From here you can select a pre-filled response to edit in the field beneath. Please contact Support to add/modify any of these.

Details

Full details (just like writing an email) can be entered here. HTML can also be used.

Event Part

Primarily used for Manufacturing systems, select the "Event Part" here.

Attach Files

Browse any files (multiples are possible) to attach to the email to the customer.

Close Case

Set this to "Green" to close the case once the event has been created. The customer will be sent a case closure report as well.