Working With Cases

When a customer reports an issue, question, or suggestion to your business, you create a case in your account. That is added to the cases list and starts the case workflow.

The case is then routed to the appropriate support rep from the cases list. The support rep can reply by email with an answer, ask the customer for more information, or escalate the case to someone else if they can't answer it.

When the customer receives a support rep's email, they can provide more information or follow up with more questions using the following methods:

reply directly to the message
click a link in the message

Through either method, the information is added to the original case record. You can also email the information directly to the support rep, who can then escalate the case, reply to the customer, or close the case.

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