In FuseDesk there are a few concepts that are used throughout.

The biggest of these concepts is cases.

What is a Case in FuseDesk?

A FuseDesk case can be created via:

• A customer sending an email to your support address (this is the most common!)
• You and your team manually creating a case
• Infusionsoft creating a case in FuseDesk via Campaign Builder automation
• A customer requesting help from our New Case WordPress widget
• A third party integration configured to work with your FuseDesk app via our API

Case Assignments

Each case is assigned to both a rep and a department at all times.

You can easily transfer or escalate a case between reps or departments at any time.

If this is a brand new app, you may only have one department, so you’ll just be transferring between reps.

You can transfer a case from either case view or a case queue. More on those later.

Case Statuses

Each case always has a case status.

By default, new cases are New meaning that they need your attention.

When a case is fully resolved, you’ll mark the case as Closed meaning that it’s fully resolved.

When a case still needs the customer’s attention but you don’t want to lose track of it, you’ll change the status to Open.

When a case still needs your attention but not until a later date, you can Snooze a case.

You can change the case status from either the case view or a case queue. More on those later.