Grabbing Cases
Grabbing is a quick way to assign a case to yourself. When you assign a case to yourself, you can respond to the customer. You have to be a support representative in order for the grab link to be available.
To grab a case:
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Go to Lists> Support > Cases > Customer Service > Cases..
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Click Grab next to the case you want to assign to yourself.
The case is automatically assigned to you.
You cannot grab a case that is already assigned to someone else.
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Make changes where needed, such as priority or entering a reply to the customer.
If you reply to the customer and mark the case closed, the case no longer appears on the active case list. However, you can set the status filter to show closed cases.
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Click Save.
To avoid having to grab cases, an administrator can set up case rules and territories. Rules and territories automatically route cases to support reps based on certain criteria. For more information, see Creating Case Rules and Creating Case Territories.
If the administrator lets support reps receive email when a customer responds to a case, they can receive additional questions or information. These messages are also added to the case record. For more information, see Customer Responses to Cases.
Administrators can let support reps receive customer responses by clearing the Receive Customer Replies in Case List Only box. Go to Setup > Support > Preferences > Support Preferences.
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.