Add Customer Case

Customer case describes the process any customer service organization uses to handle, route, resolve, and report on customer issues (cases) using forms that were created previously on form management.

To be able to add a customer case, the first thing to do is to make sure the form has been created. To view the step-by-step how to create form, please refer to the form management page section form builder or click here.

Form Builder

After making sure the form has been created, the second thing you have to do is make sure that the form you have created has been assigned to the group. To view the step-by-step assignment form, please refer to the document on the user management page section on how to assign form in group or click here.

Assign Form

After the two things above have been done, you can add the customer case in each ticket that you handle as needed, by way expand all tickets > select ticket > click the ticket activity > click add customer case button and select form.

For example, select form new registration and you will see a pop-up of form registration such images below.

Add Customer Case

Fill in the fields according to the information needed, and click 'submit’. If the form is successfully submitted, form will be saved in the customer case, such images below.

Customer Case Submitted

And form also will be entered as list of Tasks on the form management. In this feature, Agent can ‘Approve‘ or ‘Reject‘ form.

Form Management