Editing a Case

 support rep should use the following steps to edit a customer support case.

To edit a case:

1. Go to Cases > Customer Service > Cases.
2. Click Edit next to the case you want to edit.
3. Make changes where needed.
4. By default, the case remains assigned to the original support rep unless you select another support rep in the Assigned To field.
5. To email changes to your customer, write a message concerning those changes in the Reply box, and check the Send to Customer box.
6. Click from one of the following save options:

Save

Saves the edit and returns to case list.

Save & Same

Saves the current case and creates a new, duplicate, case record.

Save & Edit

Saves the edits, and allows you to continue editing the case.

Save & Next

Saves the case and opens the next case in the case list for editing.

Save & New

Saves the case and creates a new case.

To see a list of cases, go to Cases > Customer Service > Cases.