Case settings
How each unit's cases are handled: the prefix of their references, who may work on them, when resolved cases close, and how replies are signed. You find it under Settings → Customer Service → Case settings.
Who a unit is, its name, branding, who can submit and portal sign-in, stays on the Organization page. Name, branding and requests at the top of a unit's case settings goes there, and the Organization page links back here.
Choosing a unit
- Select an organization or unit in the tree on the left. Its case settings show on the right.
- Change what you need.
- Click Save changes.
Each setting is per unit. A unit that leaves a setting empty, or on Same as, uses the setting of the nearest unit above it that has one; the page shows what that currently is. The organization sets the defaults for everything below it.
| Setting | What it decides |
|---|---|
| Case prefix | The prefix of new cases' references. See Case prefixes and numbers. |
| Close resolved cases after | Organizations only: the number of days after which a resolved case closes on its own (1 to 365). Leave it empty for the installation's default, which the field shows. After closing, a reply from the requester opens a new case. |
| Who may work on cases | The whole team, or Only the people these rules allow…: a table of rules by location, team or person; any one lets in. See Who may see what. |
| Sign replies | Whether replies from this unit end with a signature. On at the top; units below follow the unit above until they say otherwise. |
| Signature override | A signature per language that replaces the brand's for replies from this unit, with a preview. Leave it empty to use the brand's. See Signatures. |
Case prefixes and numbers
Case references look like CASE-1042: a prefix and a number.
| Part | Rule |
|---|---|
| Prefix | Up to 8 uppercase letters and digits. A unit without one uses the prefix of the nearest unit above that has one; with none anywhere, the prefix is CASE. The field shows what new cases get, for example "New cases: ABC-1234". |
| Number | One counter for the whole desk, starting at 1000. Every organization and unit shares it, whatever its prefix, so a number is never used twice. |
[!NOTE] A reference stays the same for the life of the case. A new prefix only applies to cases created afterwards, and moving a case or its unit doesn't change existing references.
Cards from plugins
Plugins can add cards of their own below a unit's case settings. With Service Configuration,
Services on cases has A service before resolving: agents can't resolve or close a case in the unit, or in
the units below it, until its service is set (see
services). It is saved as soon as you switch
it. Whoever may change the unit's settings (unit.settings in the unit) may change it.
The rest of Customer Service
The other pages in the group also act on cases, and follow the unit tree:
- Automations: rules on a unit apply to cases in it and every unit below.
- Service levels: a policy on a unit covers it and every unit below, unless a lower unit has its own.
- Satisfaction surveys: what requesters are asked after a case is resolved, and which units ask it.
- Canned replies: replies agents insert and adjust before sending.