Overview
What Are Cases?
Cases are support tickets and post-sale issues — requests from customers that need investigation, resolution, or follow-up. Cases are linked to an Account and optionally to a specific Contact at that account.Using cases keeps customer support history inside the CRM rather than siloed in a separate helpdesk tool, giving sales and support teams shared visibility.
Statuses
Case Statuses
Prioritization
Case Priorities
Categorization
Case Types
Tag cases by type to enable better routing and reporting:
- Bug — A product defect
- Feature Request — A request for new functionality
- Question — A how-to or information request
- Billing — Payment or subscription issue
- Onboarding — New customer setup assistance
- Other
Data Entry
Creating and Managing Cases
Click New Case from the Cases list or from within an Account or Contact record.
Once a case is open, use the Activity Timeline to log every update, email, and call. This creates a full history of how the case was handled.
Relationships
Linking to Accounts and Contacts
Cases are always linked to an Account. This lets you see all open cases for a company from the account record — useful before a renewal call or executive business review.Linking to a Contact is optional but recommended when a specific person reported the issue, since it keeps their contact record updated with the latest support history.
Workflow
Resolution Workflow
1
Assign the case
When a case is created, assign it to the team member best suited to resolve it. Use automations to auto-assign based on type or priority.
2
Investigate and communicate
Log notes and activities on the case timeline as you investigate. Use the Send Email action to communicate with the contact directly from the case record.
3
Update status
Move the case to Pending if you’re waiting on the customer, or back to Open when they reply.
4
Resolve and close
Once the issue is fixed, set status to Resolved. Add a resolution note describing what was done. After confirmation from the customer (or after a set time), close the case.
Automation
Automation Ideas for Cases
- New Case (Priority = Critical) → Send Notification to team Slack via webhook
- Case created → Send acknowledgment email to the contact
- Case status = Pending, no reply in 5 days → Send follow-up email
- Case resolved → Create task to follow up in 7 days and confirm satisfaction