Statuses, categories and numbering

Shape cases to the way your team works.

Steps

1. 1Open Settings → Cases & workflow.
2. 2Set the case number format: prefix, whether to include the year, and the number of digits.
3. 3Add statuses. Each belongs to a category — open, pending, resolved, closed or spam — which decides how the SLA clock behaves.
4. 4Select Edit transitions to choose which statuses a case may move to next and who may do it.
5. 5Add categories and sub-categories with their own form fields, default team and default priority.
6. 6Choose which categories customers can pick in the portal.

Still need help? Contact support