Skip to main content
Creating a customer case

Information on how to create a case against a customer record

Written by Michaela Gormanova
Updated over a week ago

There are 2 ways to quickly create a new case.

Use the "New" button

Use the "Create Case" button from a work stack in the Service tab

Using either of these will direct you to the case creation screen.

You will first need to decide if you wish to create a case or a job, please click here to help you make that decision.

The search bar can be used to help assign the Customer for the case.

You will need to select the case Contact and Category. The case owner will auto-populate with the user who is creating the case though you can change this.

If your case has a sales element to it, for example an additional device, you can attach this to an existing opportunity.

Alternatively you can create a new opportunity to attach the case to.

Please click here for more details on opportunity creation.

If you are creating a case for a new contact click on + button next to Contact to create a case contact too.

Fill in all required details and save.

Detail your case subject and description. The subject is your case title. This will be visible to the customer, and can be seen in your work stacks. We recommend that you enter a short synopsis of the case issue.

Any information that you do not wish to be visible to the customer should be entered as a note that is not set as customer-visible.

The case description is also visible to the customer, and should describe the issue in more detail.

Click on the Create Case button to finalise.

You'll then be directed to your new case.

Did this answer your question?