Layer Systems

Creating Case Work Stack

A collection of articles about case management & related issues

Both internal users and external contacts can opt in to service case updates

How administrators can set up a checklist against a specific type of customer case

You can add links to external sites or files from cases, quotations, opportunities, customers, leads & sales orders

Users with access to Mail Triage can configure a mail agent to send replies to inbound emails

Information on how to create a case against a customer record

Information on the difference between jobs and standard cases, and how these can be tied to a sales order

How to configure and use maintenance and support plans

What to do if you want to extend a maintenance or support plan beyond its expiry

Information for users of the maintenance add-on

This widget can be configured to count case totals for a range of purposes, including a range of KPIs

The Qty of Cases Summary widget can be configured to highlight the number of aged cases for an individual or team

This widget is great for getting a picture of overall case ratings

The Closed Cases Resolution & Response Time By Period widget can help you track these metrics over time

Use the Closed Cases Resolution & Response Time widget to get a view that meets your requirements.

What can customers use the self-service portal for, and how it can benefit you

Setting up a customer with self-service portal access

Find answers and get help from Intercom Support and Community Experts