Track which branch a case is about
Keep a list of your stores, outlets or sites, tag each case with its branch, and filter and report by branch.
For: Agents, supervisors and adminsSteps
- Admins: open Settings → Branches. Add each store, outlet or site with its name and, if you use them, a branch code, address, city, state and phone.
- Agents: pick the branch in the case's Properties panel, or when you create a case. Leave it empty when the case is not about a branch.
- Filter the case list by branch, and see the branch next to the customer in each row.
- To rename a branch, edit it in Settings → Branches. The list and new cases use the new name; each past case keeps the name it was given and shows it as "Recorded on this case as …".
- When a branch closes, switch it off instead of deleting it. Past cases keep it; agents can no longer pick it.
Good to know
- Branch codes must be unique, so they are a reliable key for reports and imports.
- Automations and routing rules can use the case's branch, for example to send a branch's cases to its area team.
- Cases imported from MetriCRM v3 take the branch from the ticket or from the store named in the customer's feedback form. Names that did not match a branch are kept as reported, so you can still read them.
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