Support Cases
Support cases track customer issues from the moment they are raised until they are resolved. Each case keeps a timeline of everything that happens on it, and inbound support email can open or update a case automatically.
Cases
A support case is a single customer issue or request. Each case has:
| Field | Description |
|---|---|
| Subject | A short summary of the issue |
| Priority | How urgent the case is — for example normal |
| Status | Where the case stands — for example open until it is resolved |
| Requester | The email address of the person who raised the case |
Creating a case
Open the Support Cases area and add a new case. Give it a subject, set a priority, and record the requester. Save to open the case.
Editing a case
Select a case and update any of its fields — for example to raise its priority or record more detail — then save.
Resolving a case
When the issue is handled, mark the case resolved. Resolving closes the case out. The case and its timeline remain, so you keep a full record of how it was handled.
The case timeline
Every case has a timeline — the running history of what has happened on it. It captures the interactions you log by hand and the events Omnisnia records automatically, including inbound email replies (see below). This mirrors the activity timeline on other records, so a case reads as a complete conversation.
Email-to-case
Email-to-case turns inbound support email into cases automatically, so customers can reach support just by sending a message.
When a support email arrives:
- If it belongs to an existing case, Omnisnia appends it to that case — the inbound message is recorded on the case, and a case-reply entry is added to the case timeline.
- If it does not match an existing case, Omnisnia opens a new case, using the email’s subject as the case subject and the sender’s address as the requester. The case starts open, at normal priority.
This means a back-and-forth email thread with a customer stays together as one case, with each message on the timeline.
Inbound email routing depends on your instance being configured to receive mail. If email-to-case is not working, ask your administrator whether inbound email is set up.
Related pages
- Tasks & Activities — the activity timeline model cases share
- Sales Email — logging outbound and inbound email
- Reports & Dashboards — build reports over your cases