> ## Documentation Index
> Fetch the complete documentation index at: https://docs.parsalink.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Cases

> Manage support tickets and post-sale issues with a full case management workflow linked to your CRM accounts and contacts.

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  >
    CASES
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  <p style={{ margin: 0, fontSize: "16px", lineHeight: "1.9", maxWidth: "760px", color: "#FFFFFF" }}>
    Manage support tickets and post-sale issues with a full case management workflow linked to your CRM accounts and contacts.
  </p>
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>
  Overview
</div>

## What Are Cases?

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>
  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.
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***

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  Statuses
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## Case Statuses

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  | Status       | Meaning                                                |
  | ------------ | ------------------------------------------------------ |
  | **New**      | Just created, not yet assigned or reviewed             |
  | **Open**     | Actively being worked on                               |
  | **Pending**  | Waiting on information from the customer               |
  | **Resolved** | Issue has been fixed or answered                       |
  | **Closed**   | Confirmed resolved and closed by the customer or agent |
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***

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  Prioritization
</div>

## Case Priorities

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  | Priority     | Use When                                                       |
  | ------------ | -------------------------------------------------------------- |
  | **Low**      | Non-urgent questions or minor issues                           |
  | **Medium**   | Standard issues that need attention within a few business days |
  | **High**     | Significant problems affecting the customer's workflow         |
  | **Critical** | Severe issues causing outages or major business impact         |
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***

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>
  Categorization
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## Case Types

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>
  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**
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***

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padding: "6px 12px",
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border: "1px solid rgba(28,117,138,0.12)"
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>
  Data Entry
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## Creating and Managing Cases

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>
  Click **New Case** from the Cases list or from within an Account or Contact record.

  | Field       | Description                          |
  | ----------- | ------------------------------------ |
  | Subject     | A short description of the issue     |
  | Account     | The company this case is for         |
  | Contact     | The specific person who reported it  |
  | Status      | Defaults to **New**                  |
  | Priority    | Urgency level                        |
  | Type        | Category of the issue                |
  | Assigned To | The support agent handling this case |
  | Description | Full details of the issue            |

  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.
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***

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>
  Relationships
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## Linking to Accounts and Contacts

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>
  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.
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***

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background: "rgba(28,117,138,0.08)",
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>
  Workflow
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## Resolution Workflow

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>
  <Steps>
    <Step title="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.
    </Step>

    <Step title="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.
    </Step>

    <Step title="Update status">
      Move the case to **Pending** if you're waiting on the customer, or back to **Open** when they reply.
    </Step>

    <Step title="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.
    </Step>
  </Steps>
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***

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>
  Automation
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## Automation Ideas for Cases

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>
  * **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

  <Tip>
    Use the **Inactivity** automation trigger to automatically follow up on cases that have been pending for more than 3 days without a reply.
  </Tip>
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