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Configure case issues

Updated Monday, October 26, 2026 · Marc Staine

Issues classify the reason a customer needs help. They can drive case forms, routing, views, workflows, and reporting. Separate internal terminology from customer-facing wording when the two audiences need different labels.

Applies to: Supportbench Core. Location: Settings → Cases → Issues. Access and available controls depend on your role and account capabilities.

Before you begin

  • You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.
  • Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.
  • Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example.

Configure and verify

  1. Open Settings → Cases → Issues.
  2. Find the item in the list and open it, or choose the page’s new-item action.
  3. Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.
  4. Save the item and resolve any validation message. Reopen it to confirm the saved values.
  5. Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted.

Settings reference

Details and availability

SettingWhat it controlsHow to choose
Internal NameRequired internal label; up to 50 characters.Use language agents can recognize in routing and reporting.
External nameCustomer-facing replacement for the internal label in the portal.Use language a customer can understand without knowing your internal team structure.
DescriptionAdministrative explanation; up to 250 characters.Explain when to choose this option, including an example if useful.
Display orderAn integer from 0 to 25; lower numbers appear first and ties sort by name.Put commonly used choices first without changing their operational meaning.
ActiveControls availability in standard selection lists. Inactive items remain saved.Deactivate obsolete options when you need to retain their configuration and existing references.
DivisionsRestricts the option to selected divisions. Global scope is available only when your access allows it.Choose the intended divisions. Do not assume an empty selection is permitted for every administrator.
ParentPlaces the issue below another issue. Parent and division scope interact.Review the complete branch and scope before moving an issue.
VisibilityEverywhere, Internal only, or External only.Choose the audience that should be able to select the issue.
AI descriptionWhen available, an explanation up to 1,000 characters used to help classify incoming work.Describe distinguishing symptoms and examples.

Behavior to know

  • New issues start active with Everywhere visibility and display order 0.
  • Root issues require a division unless the administrator can save a global issue.
  • Branch deletion affects descendants. Inspect the complete impact before confirming.

Recommended use

  • Use terminology that agents and customers already understand. Explain the intended meaning in the description.
  • Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.
  • Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion.

Worked example

  1. Create an internal issue named Password Reset and an external label Sign-in help.
  2. Select the relevant division and the intended parent, if any.
  3. Choose Everywhere if both agents and customers should select it.
  4. Save and inspect both the agent and portal selectors with the intended users.
  5. Review workflows and reports that depend on the issue before applying the change broadly.

Troubleshooting

ProblemWhat to check
The item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.
The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.
An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed.
  • Cases → Configure case forms with case policies
  • Configuration → Configure workflows and automation
  • Self-Service → Configure a customer portal
  • Account → Configure AI policies and case assistance

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