Work your case queue

Every email to your support address opens a case, and every case is in the queue at Cases, the page ContactRoll opens on.

Read the queue

Each row shows the case number, the subject, Waiting on, the contact, the product, the priority, the status, the owner and when it was last updated.

Waiting on answers one question: whose move is it?

• us · 2d: the customer wrote last, two days ago, and the team owes them a reply.
• them: the team replied last, and the case is waiting on the customer.
• a fix: the case is linked to a bug that is still open.

Where your organization has response-time targets, each case row also shows a chip that counts down, such as "Reply in 3 h 20 m". It turns yellow when the reply is due soon and red once it is overdue.

Narrow the queue

Above the list:

• All, or one status: New, Open, Pending or Closed.
• Everyone, Mine or Unassigned.
• Needs reply, which works with whichever view you are on.
• Snoozed, once there is a snoozed case.

What each status means

Across the top of every case, the status bar shows New, Open, Pending and Closed, with the statuses behind the case ticked. Press a status to read what it means, then press Set to and the status to change it.

• New: where a case starts. A reply or a note written on it sets it to Open.
• Open: being worked on. It counts as open work until it is closed.
• Pending: marks a case that waits on something outside the team. It is still open work, and its response-time target still counts.
• Closed: done. It leaves open work, its response-time target stops, and a snooze ends.

You can also set the status from the Status dropdown on the case.

Assign a case

Choose a member under Owner on the case, or press Take it to make it yours. Hand off gives the case to a member or to a team's queue, with a note telling them what they need to know.

Reply, and set the status in the same press

The reply button has two halves. The left half sends: it reads Send when the reply goes by email, Reply when it stays on the case, and Add note for an internal note. The right half opens the same act with a status: … and close, … and set pending, or … and set open. One press sends the reply and sets the status together.

Snooze a case

Snooze until… puts a case aside until later today, tomorrow at 9:00, next week (Monday at 9:00), or a date and time you choose, in your team's time zone. A choice that falls outside business hours moves to your next opening.

A snoozed case leaves the queue's other views and waits in Snoozed, each row saying until when. It comes back at its time, or as soon as the customer replies. Its response-time target keeps counting while it sleeps.

The case page

Replies to and from the customer are under Conversation. Below it, the Timeline gathers the case's notes, questions, hand-offs, tasks, calls, and changes of owner and status, newest first. Buttons above the Timeline narrow it: All, then Notes, Mentions, Questions, Hand-offs, Calls, Tasks, Owners, Statuses, Emails sent and Events, as they apply. A flow's reply to a customer appears in the Conversation like any reply, marked with the flow that sent it.

Files a customer attaches to their email are listed on the case.