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Part of every desk

One shared inbox for every request

A case is one request from one requester. The inbox lists the cases in the units you have access to, and the case page keeps the conversation, the internal notes and every detail in one place.

Read the docsTry it in the demo
The inbox: open incidents, changes and problems above the list of open cases, with filters, chips and viewsThe inbox: open incidents, changes and problems above the list of open cases, with filters, chips and views

How it works

Cases arrive from forms, portals, replies to the desk’s emails, the API and AI assistants, or an agent logs one with New case for a phone call or a walk-in. Each case lands in a unit, and the unit decides its brand, its automations and its service level.

Agents work from views with live counts: All open, Assigned to me, My teams, Unassigned, Due soon and Resolved and closed. Filters live in the URL, so a filtered list can be shared as a link, and saved views can be shared with people, teams, units or everyone.

On the case page the conversation is in the middle and the details are in a side panel: status, priority, assignee, team queue, unit, labels and service level, then the linked services, incidents, problems and developer tasks. Sending a reply sets the case to Pending; when the requester answers, it opens again.

Colleagues on the same case show up as they arrive, with a warning when someone else is writing a reply. Duplicates are merged, requests from unknown senders can wait for review, and a case under legal hold can’t be removed by anything.

What it includes

  • Views with live counts

    Built-in views, your own saved views, and At a glance chips for overdue, due within the hour, new, unassigned and pending cases.

  • Filters and search

    Filter by status, priority, assignee, unit, account, label, source, service, contact or your own properties. Search covers subjects, requesters and the text of messages and notes.

  • Replies and internal notes

    Markdown, attachments, the signature of the case’s brand and language, and a preview of the exact email. Send, or send and resolve.

  • Canned replies

    Answers for common questions, kept per unit and offered on the units below it.

  • Bulk actions

    Assign, set status or priority, add labels or merge many cases at once, with the same checks as by hand.

  • Export with a checksum

    The list as Excel, CSV or PDF, up to 20,000 cases, each export logged with its checksum.

  • Merging, holding and legal hold

    Merge duplicates from the same requester, accept or reject held requests, and keep cases under legal hold.

  • Built for the keyboard

    c for a new case, / to search, j and k to move through the list, and a compact layout with your own columns.

A case page with the conversation, internal notes and the details panelA case page with the conversation, internal notes and the details panel
Email repliesRequesters answer the desk’s emails from any mail program, and the answer lands on the case without the quoted text and signature.Automations and service levelsRules that route, assign, label and escalate cases, and first-response and resolution targets counted in business hours.Accounts and contactsThe organizations you serve and the people who write in, with numbers, agreements and your own properties on one page per account.