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  3. Case Management

Familiarization of 'Configure Case'

How to access Case Management Tool

1. Login to admin
2. Navigate to Tools
3. You can find case management under tools.

This section explain how to configure cases. For that, navigate to configure cases.


image 1.0

Contents:
  1. Case Type
  2. Case Flow
  3. Case Priority
  4. Case Reason
  5. Setting


1. Case Type:

Each case will be associated to a case type. It indicates which type of issue the case is representing. Each case type will be associated to a customer group also.

Add a new case type

To add a new case type, click on the Add button in the top right corner.


image 1.1


Configure the case type by selecting the desired options in the form and click on save .


image 1.2

Name: Name of the case type

Customer support email:  Customer will be responding to this email.

Description: Description of case type.

Store:  Select the store for which the case type needs to be created.

Edit an existing case type

Refer the image 1.1 . We can edit the existing case type by clicking the edit button and re configuring the fields.

2. Case Flow:

It describes how a case can be created.  Generally cases can be created through form as well as email. 

Cases are automatically created in the admin whenever the below flows happened.

1. When the customer sends an email to the customer support email given in the website.

2. When the customer submit a form in the contact us page.



image 2.0

3. Case Priority

Cases has 3 levels of priority. To add a new priority level, use the add button in the top right corner. To edit an existing level, use the edit button.


 image 3.1


4. Case Reason

Add/Edit the case reason by using the Add/Edit button (refer image 4.1)


Image 4.1


5. Settings


image 5.1

In settings, we can configure the idle time for notifications.