Support Cases

Log customer support tickets, triage them by priority and category, respond with internal notes or client replies, and resolve with a short wrap-up.

#The support cases list

The Support Cases page combines status tabs (All, Open, Resolved) with a priority dropdown filter, plus summary cards for Open, Resolved, Total, and Critical count. Columns include: Case #, Client, Subject, Priority, Status, Created, Last updated.

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Support Cases

23 open · 4 critical · avg response 42m

Open

Resolved Today

Avg Response

42m

CSAT

96%

IDSubjectPriorityStatusAgent

SC-184Payment stuck in processingCriticalOpen

SC-183Unable to export CSV reportHighIn Progress

SC-182Feature request: Slack integrationLowOpen

SC-181Invoice PDF missing logoMediumResolved

SC-180Dashboard loading slowly on mobileHighIn Progress

Support cases list with priority and status filters

#Log a case

Click New Case to open the create modal.

Field	Type	Description
clientId*	combobox	The client the case is for.
subject*	text	One-line summary. Shown in lists and portal.
description	textarea	The full problem write-up. Supports plain text today.
priority	dropdown	Low, Medium, High, or Critical.
severity	dropdown	Minor, Major, or Blocker. Use severity for impact; priority for urgency.
categoryId	combobox	From your Categories (filter: Support Case).
source	dropdown	Email, Phone, Chat, Portal, or Other.

Tip

Clients can also create cases from the portal. Those land here with the client and source pre-filled, so you only triage priority and category.

#Comments & replies

The detail page has a Comments tab that acts as a unified activity stream. Every entry is one of three types, each visually distinct:

Internal note — staff only. Use for triage, context, or follow-up reminders your client should not see.
Reply — visible to the client. Shows up in their portal and (in future) gets emailed.
Activity log — auto-generated system events: status changes, reassignments, priority changes.

Add Comment opens a small editor; pick the type before you send. You can’t retype an internal note into a reply after the fact — delete and re-add.

#Resolve & reopen

The header Resolve button opens a short dialog asking for a resolution summary — one or two lines explaining what was done. The summary lands as an activity entry, and the case moves to Resolved.

If the issue resurfaces, open the case and click Reopen. The case returns to Open with the prior resolution preserved in the activity log.

Not yet available

SLA tracking, auto-routing to agents, and knowledge-base deflection are not yet in the product. A single “open” queue is the current working model — assign informally via internal notes or reassign via Edit.

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