When a support representative enters a case for a customer, the new case is added to the cases list. This occurs whether the customer calls in or submits a case through an online form. By default, the cases list displays all open cases, but it can be filtered to show only the specific cases you wish to work with.
**To filter your cases list:**
1. Navigate to **Cases > Customer Service > Cases**.
2. In the **Assigned To** field, select a support representative or group to view the cases assigned to them.
3. In the **Response Status** field:
– Select **Awaiting Support Reply** to view all cases with a customer message needing a response.
– Select **Awaiting Customer Reply** to view all cases where a support rep has already responded.
4. In the **Status** field:
– Select **Open** to view all cases that have not been closed.
– Select **Not Started** to view all cases that have not been responded to or grabbed.
– Select **Re-Opened** to view cases that were closed but reopened by another message.
– Select **In Progress** for cases that have been grabbed and are being worked on.
– Select **Escalated** for cases that have been escalated to someone else.
– Select **Closed** to view all resolved cases.
5. In the **View** field:
– Select **All** to view all general information for each case record in the order the fields appear.
– Select **Status** to display the status of each case next to the subject.
– Select **Contact** to view the company name and contact information next to each case subject.
– Select **Case Detail** to see the incident date and time, case type, origin, and issue for each case.
When you return to the cases list after navigating away, the filters will default to their last settings.
You can customize the format of the cases list by clicking **Customize View** in the footer. This allows you to set search criteria for the records you want to see in your list. On the **Results** subtab, choose how you want the records to be displayed.
After customizing your view, click **Save** to save it as a saved search. To use your custom view, select the name of the search in the **View** field in the footer of the list.