The system allows administrators to assign default assignees for each category. While creating case categories, an administrator can select a default assignee from the list of employees. Alternatively, the case can be assigned later to one of the case managers.
The case manager will be notified in the system about the assigned case. They will review the case, respond to the submitter in the comments, and change the status to Closed once the case has been resolved.
Receive notifications
Receive notifications
Assignees receive a notification once the case is assigned to them. Click the notification to access the case and its details. If you are a default assignee, check the Me section > Cases > Assigned to me to find the cases assigned to you.
Respond to the case
Respond to the case
To respond to a case assigned to you as a case manager, follow these steps:
In the "Me" section, navigate to "Cases" and select "Assigned to me."
Open the specific case you want to address.
Type your reply in the message bar located at the bottom of the request and then click "Comment."
This way, your response will be visible to the reporter when they follow up on the case.
🪄 You can also respond from the Case tab, where all cases, including those assigned to you, will be gathered.
Resolve a case
Resolve a case
To resolve a case, follow these simple steps:
Go to the Cases section.
Find and click on the case you wish to resolve.
In the Case details widget, change the status to Closed.
