Case Management

Buzzeasy offers a straightforward way to track unique business cases. While you can add custom fields in the customer record and supply task related information in the task wrapup notes and disposition codes, sometimes solving a business case spans across multiple customer engagements—searching for valuable details in customer activity history could prove inefficient. Cases have their own lifecycle, they are detached from conversation and task closures.

A case is a set of custom fields defined in the Agent Workspace, with a state—it can be open or closed. Agents open, modify and eventually close cases as well as assign them to or unassign them from their task as per your business processes.

Any agent having access to the given workspace and the particular customer can see this case history and can also open, modify and close cases.

Portal users can also see and modify existing cases.

Viewing and modifying cases

1. Navigate to the Customers > Cases menu in the sidebar. The list of all cases show up in your tenant.

2. Use the filter and search options to zoom in on the cases you are interested in.

3. Click the designated case. A details panel shows up next to the list.

4. CLick the Details tab to see and edit the case fields.

5. Click the Timeline tab to see a chronological list of events affecting this case.

6. Click Close case to close it. The Case completion modal opens up.

7. Select the closure reason from the dropdown and click Close case.

8. Click Save at the top of the details panel to save any changes.