Quick start for agents

Your day starts in My Cases

Open Customer Service > My Work > My Cases. It lists your open cases, soonest due first, with breaches flagged in red and cases nearing their due time in amber. Select a tile to filter the list.

The case form

• Left: the case itself: title, customer, contact, category, impact and urgency. Priority is worked out from impact and urgency; you never type it.
• Middle: the Timeline, where the conversation lives: emails, notes and replies.
• Right: who has it (queue and owner) and the service level: First Response Due, Resolve By, and whether each is In Progress, Nearing, Met or Breached.
• Top: the process bar. It shows where the case is (for an incident: Log and Classify, Investigate, Resolve, Close) and what to fill in at each stage.

Work a case

1. Check the details in Log and Classify, then select Next Stage: the case moves to Investigate and its Status to In Progress.
2. Reply from the case: Reply with Canned Response for a saved reply, or a new email on the Timeline. Your first reply settles the first response SLA.
3. Waiting for the customer? Set Status to On Hold with a Hold Reason: the resolution clock pauses.
4. Look for an answer on the Knowledge tab, which searches published articles from the case title.
5. When it is fixed, select Resolve Case, choose a resolution type and write what was done.

More in Working a case.

Good to know

• A customer's reply to a resolved case reopens it, and you get a notification (the bell, top right).
• Many people reporting the same outage? See Major incidents and duplicates.
• Select Help on any case to come back to these guides.