Managing cases effectively helps you respond to employees quickly and make sure nothing gets missed. The Cases page brings all company cases together, so case managers can see what needs attention, assign cases to the right people and keep the conversation with employees in one place.
Before you begin
Check your access. To see and manage all company cases, you need the Manage cases permission (see Give access to manage cases below). Administrators have it by default.
Set up case categories. Categories help sort cases and can assign them automatically. See Create case categories in the settings.
View all cases
Go to Cases in the main menu. The Company tab shows all cases in your company, with:
Title of the case
Person the case is about (hover over the name to see their profile card)
Status and Priority
Category
SLA, showing whether the case is on track
Created and Last updated
Assignee, the person responsible for resolving it
Find the cases you need
Switch between Active, On hold and Closed cases. Each shows how many cases it contains.
Use search to find a case by its title.
Click Add filter to filter cases, for example by category, and use sorting to put the most urgent ones first.
Click Export to to download the list as Excel or CSV. The export includes your current filters.
The My tab shows only your own cases: Assigned to me and Created by me.
Open and work on a case
Click a case to open it in focus mode, a full-screen view on top of the list. When you close it, you return to the list exactly where you left off, so you can work through cases one after another.
Focus mode shows everything about the case on one screen:
Case details: the Assignee, Status, Category and Priority. Change them directly here if you have permission.
Conversation: reply to the employee, or type @ to mention a colleague. Switch to Internal note to leave a comment that only people handling the case can see.
Employee information: details about the person the case is about, including their previous cases.
You can also print the case or delete it from focus mode.
Assign a case
In the case details, choose a person in the Assignee field. They'll receive an email and an in-app notification.
💡 Tip: To assign cases automatically, set a default assignee for a category. For example, set your accountant as the default assignee for the Salary category, and every new salary case goes straight to them. See Create case categories in the settings.
Set the priority
In the case details, set the Priority to Low, Medium or High. Priorities help case managers focus on the most critical issues first, and you can sort the case list by priority.
Change the status and category
Update the Status as the case progresses: New, In progress, On hold or Closed. Change the Category if the case was filed under the wrong one.
Who can change what
People with the Manage cases permission can change everything on any case.
The assignee of a regular case can reply, change the Status and reassign the case, even without the Manage cases permission. They find their cases on the My tab under Assigned to me.
Changing the category always requires the Manage cases permission.
Create a case for an employee
Case managers can create a case on behalf of an employee, for example when a complaint or request arrives outside PeopleForce.
On the Cases page, click Create a case.
In Associated to, choose the employee the case is about.
Choose a Category, then enter a short title and a detailed description.
Save the case. If the category has a default assignee, the case is assigned automatically. Otherwise, open it and choose the Assignee.
Give access to manage cases
Go to Settings → Roles and permissions.
Open the role you want to change.
Go to Company → Desk and select Manage cases.
Click Save.
Notifications
When a case is assigned, the assignee gets an email and an in-app notification.
When someone replies to a case, the other participants are notified.
Additional resources
To learn how employees submit cases, see Submit a regular case.
Watch the Desk product overview video.