How a sales rep can create a case from admin panel for a customer

Step1:  Login to admin
            Navigate to Tools
            You can find case management under tools.
            Navigate to 'Manage Cases'

Step2: Click on the ‘add new’ button in the top right corner.


Step3: We will get a form to fill. Please fill the fields appropriately.



Case Type: Select the case type from drop down.

Customer: Select the customer to whom we want to create a case ticket.

Order Id:  This field will give all the order id's of associated with the particular customer. Please select the one with which they have the issue.

Assigned To: Select the sales rep from the drop down, to whom we want to assign the ticket for further actions.

Case status: When a new case is created, it's status will be New.

Priority: Set the priority of the case (Low/ Medium/ High).

Reason: Select the reason from drop down.

Subject: Give a subject line for the case.

Description: Give the description of the case.

Case Notes (Not visible to customers): Add the case notes if any.

Attachment: Attach the files if any.

Step4: After filling the form, Click on 'Save' on the top right corner.

Note: An email will be automatically generated to the customer group, customer and the back end team.

Below image is the email received by the customer after case creation.