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 is the beginning of the case workflow.

Next, the case is routed to the appropriate support rep from the cases list. The support rep can then reply by email to the customer with an answer or request for more information. The case can also be escalated to someone else if the support rep cannot answer the case.

When the customer receives a support rep's email messages, 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 choose to email the information directly to the support rep. The support rep can then escalate the case or reply back to the customer and close the case.

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