Working a case

Reply, add notes, link and merge — all from one screen.

For: Agents

Steps

Open a case. The conversation shows customer messages, replies and internal notes in order.
Choose Reply to email the customer in the same thread, or Internal note for your team only.
In a note, type @ and pick a teammate's name to notify them.
If a teammate has the same case open, you see who is viewing it — and a warning when someone is already writing a reply.
Change status, priority, category or assignee in the side panel. Resolving always asks for a resolution.
Use Similar cases and Merge cases when a customer writes more than once about the same issue.
Link related cases; the History tab shows every change with who made it.
Add subtasks with an assignee and due date, and tick them off when done.

Replies can be undone for 10 seconds after you select Send.
With AI on, Draft reply suggests an answer with knowledge-base sources. Review it before sending.
Keyboard: r reply, n internal note, e resolve, a assign to me, m macros, ? all shortcuts.

Still need help? Contact support