Assigning Cases
When a case record is entered, it needs to be assigned to either a person or a group. Cases can be assigned manually or by case territories that support administrators or support managers set up. Support administrators, support managers and support reps can all assign cases.
When Wolfe Electronics support rep Inger Wyman receives a customer call with a question and creates a case record, she can do the following:
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assign it to herself in the Assigned To field if she knows she will be able to answer the question
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assign the case to a support group who specializes in the area
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assign the case to a support rep who specializes in the area
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escalate the case to someone else if she cannot answer the question
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leave the case unassigned
If the case is assigned to a support group or left Unassigned, another support rep can grab the case. When a support rep grabs a case, it is automatically assigned to him or her. To grab a case, click Grab next to the case on the cases list. See Grabbing Cases.
If no Grab link appears, the case is already assigned to a support rep.
To assign a case to someone other than yourself:
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Go to Cases > Customer Service > Cases.
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Click Edit next to the case you want to assign.
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Under Primary Information, in the Assigned To field, select the person or group you want to assign the case to.
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Click Save.
This case is now assigned to the appropriate person or group and shows in that group or person's cases list.