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 any changes you need.
By default, the case remains assigned to the original support rep unless you select someone else in the Assigned To field.
If you use the External Case Response Page, you can manually expire any active link by clicking Disable Link. You can view the link's automatic expiration date in the External Link Expiration Date field.
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To email changes to your customer, write a message concerning those changes in the Reply box, and check the Send to Customer box.
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Click one of the following save options:
Save
Saves your changes and returns to the cases list.
Save & Same
Saves the current case and creates a new, duplicate case record.
Save & Edit
Saves your changes and lets you keep editing the case.
Save & Next
Saves your changes and opens the next case in the cases list for editing.
Save & New
Saves the case and opens a new blank case form.
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 top of the page. From the cases list, click the name of the case to view its details, or click Edit to add a customer message or a support rep response.