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    Case Creation Interface

    Supportbench knowledgebase team

    06-Feb-2018

    The case creation screen is split into 2 sections.

    1. The properties window.

    2. The content window.

    Case Properties

    This section contains the case properties and is customizable based on the case category.

    Global Fields

    Name Description
    Case Category Defines the type of case this is and what policy to use.
    Hot Topic Quickly find a hot topic going on right now.  These topics are pre-created global templates that fill out all of your case details for you.
    Customer Search Search for a customer by the company name, contact name or the contact email.
    Add / Update Company You can add of update a company by clicking the add/update company button beside the customer search drop down. 

    Contact

    		 Select an existing contact for the selected company.

    Activity Type

    		 What type of activity this is. 
    Time Spent This is an auto-calculated field that if not filled in will calculate how long is spent creating this case.

    Attachments

    Attach files to the activity you are creating with this new case.  If you are sending attachments to a customer via email you can attachment them in this tab.  You can insert inline images after you upload them or insert the link to the file using the insert button here : 

    Templates

    You can create and manage your templates from this tab.  Templates are an easy way to quickly fill out case information quickly on commonly used topics.

     

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