All cases are accessed from the Cases tab. By default, all cases assigned to you are listed. You can also access case records that are:
Note: The ability to view, create, edit, and delete case records is available to you if your administrator grants the necessary privileges.
You can search and retrieve case records by performing a basic or advanced search.
You can search the closed cases in History Activity. This feature helps supervisors investigate customer complaints regarding agents' lack of response. It particularly helps investigate a case that has been accidentally closed by an agent.
For example, when processing related emails from a customer, an agent closes a case assuming it is related to the case he has reviewed. The unhappy customer may escalate the issue. With the improved search filter, the customer's complaint is now easier to track.
Let's say a customer sends three separate emails to AcmeJets customer service over a short period of time. Subject A and B are regarding an urgent support issue, but Subject C inquires about a sales order.A reviews the customer's emails and crafts his response in a single email. He then closes the case for subjects A, B, and C, assuming that subject C is also related to this urgent issue. The customer escalates the matter after he does not hear from the agent. The case supervisor investigates the complaint and finds out that agent A has in fact closed this case along with other two cases (A and B).
To track closed cases:
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