KUNDESAKER HELP
From email to a completed case
Use List or Board and give the case a clear status.
Open Customer cases → Board. Columns are statuses such as New, In progress and Done. List is another view of customer cases.
Owners and administrators can open Settings → Statuses to choose names, colors and order. Multiple workflows and the default route for new email are also managed there. Routing rules can override that default.
Move the card to the next status. On mobile, open the case and select a status without dragging.
Every message in the conversation follows the case. Pause SLA pauses time tracking in a status. Close the case marks it complete and removes it from open cases.
Unread work has a new marker. Reading or moving the card clears it.