Editing a Case
A support rep should use the following steps to edit a customer support case.
To edit a case:
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Go to Cases > Customer Service > Cases.
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Click Edit next to the case you want to edit.
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Make changes where needed.
By default, the case remains assigned to the original support rep unless you select another support rep in the Assigned To field.
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To email changes to your customer, write a message concerning those changes in the Reply box, and check the Email reply box.
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Click from one of the following save options:
Save
Saves the edit and returns to case list.
Save & Same
Saves the current case and creates a new, duplicate, case record.
Save & Edit
Saves the edits, and allows you to continue editing the case.
Save & Next
Saves the case and opens the next case in the case list for editing.
Save & New
Saves the case and creates a new case.
To see a list of cases, go to Cases > Customer Service > Cases. You can view all cases, unassigned cases, or cases assigned to you by changing the filter at the bottom of the page. From the Cases list, you can click the name of the case to view the details of the case record. You can also click Edit to add a message from a customer or a response from a support rep.