Viewing Cases

To help agents focus on their work, each new case will open in a new, detailed tab when clicked. You can keep multiple tabs open and work with them simultaneously. If there are too many tabs open, they will show up in a drop-down menu. When you finish working with the post, simply close the tab using the 'x'.

In the left panel you can see the views: Inbox, Pending, Escalated, Resolved and Favourites to help you keep track of your work. Clicking the plus button by My views, you will lead you to create your own customized folders based on the channel, assignee or time range.

In the middle section, we have a conversation thread. Each comment opens a new case with  FRT and RT counted. As new comments are added to the thread, they sync to the platform. There can be multiple cases from multiple people in one conversation thread.

The quick answers at the bottom save your time from writing the same thing again and again, you just need to save them in the settings :)

The CRM panel under the 'assigned in teams inbox' list gives an overview of the customer's engagement with your brand. The history shows the full history of activity within the post.

You'll always find a box with options to reply, attach an internal note to the post, or send a draft of your reply for approval at the bottom of the post detail. Continue on to find out more about these options.