Ready to work on individual cases in FuseDesk? You’re in the right spot!
Aside from case queues, like your inbox and department queues, you’ll be spending most of your time as a rep working on individual cases.
You can access cases by clicking on one from a case queue.
Each case has a Case Title up top which you can edit. When a customer emails in, the case title defaults to the subject line of the email. The case title should be brief and to the point as to what the case is about.
The case title is what will be used as the subject line in all email correspondence with your customer on the case. That means that the case title is customer facing, should be customer friendly, and should be a good representation of what the case is about.
Bad case titles might be:
A good case title might be:
Below the case title is the case Status which you can change by clicking on the existing status.
Next to the case Status is the current case Assignment. Click the name of your colleague to transfer the case to another department or rep.
After the Status is the Date Opened for the case. Mouse over the relative date to see the full date.
Next up you’ll see the Case Description which is a more detailed description of what this case is about. This defaults to the body of the email if the customer opened this case via email. This description is what shows up in your case queues so if it’s not clear what the case is about from this description, you’re free to edit it to keep things tidy and clear for you and your team.
When a case comes into FuseDesk, we automagically link the case up to the Infusionsoft contact who opened the case. If we were unable to find an exact match, we’ll show some suggestions of who we think the case might belong to based on their name, email, and phone numbers.
You can always relink a case to another contact by clicking the Relink Case button.
Once the case is linked, you’ll see the basic contact information from Infusionsoft, specifically the contact’s name, company, phone numbers, and location.
If the contact or the contact’s company has any Other Cases in FuseDesk, we’ll show you the number of cases which you can click to view their other linked cases.
Below your Case Actions (more on that in a moment) you’ll see the full live updating history of a case including all emails, notes, calls, case transfers, case assignments, automation history, and more.
This shows everything that’s happened on a case to date and if additional history is added by the customer, a colleague, or the system, it’ll show up instantly while you’re viewing the case.
You may need to enable Case History in your preferences to see transfers and internal notes.
Ready to reply to a case? We’ll cover all of the case actions in your next lesson!