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Case Management

In this article:

Overview

Cases provide an issue tracking ability. It's a principal aspect of customer service in EspoCRM. Ticket term also can be used for Cases.

Case entity can be associated with one Account and/or with multiple Contacts.

New cases are supposed to be created by the following scenarios:

  • Manually by CRM users
  • Manually by users of the customer portal
  • Through the API (e.g. through the web form)
  • Automatically when a new email came to a specific mailbox
  • Automatically by a Workflow rule

When the new case is created by a portal user it's not assigned to any user. By utilizing Workflows administrator can create rule that will notify certain users about a new case in the system. Workflows also provide an ability to apply assignment rule to new cases, i.e. Round-Robin and Least-Busy rules. For more complex business flows it's recommended to utilize BPM tool.

To prevent overlooking of new cases, users can add Case entity type to the Global Auto-follow list at Preferences. Then they will automatically follow every new case.

Note: If there is no portal user associated with a linked contact, then the customer won't receive email notifications about updates in the Stream. You need to use emails for communication with the customer.

Stream

Case record has a stream that can be utilized for a communication between customer and service.

CRM users can make internal posts that won't be visible in a customer portal. For this, you need to click the lock icon next to Post button.

Email-to-Case

Administrator can set up Group Email Account that will create a new case on each new inbound email. For more information see here.

Users can create a case from an email manaully. On the email detail view click the dropdown in the top-right corner, then Create Case.

Knowledge Base

Users can relate knowledge base articles to the case record. See more info about knowledge base here.

Customer Portal

Administrator can create a portal where customers will be able to create cases. Permission to create cases can be granted in a portal role.

Since portal users automatically follow cases they created, they will receive email notifications about new messages in the case's stream.

See also